About urgency, there is a simple way to tell what is really urgent and what is "urgent".

If your boss tells you it is urgent, it is probably not.

If people working in the field call you directly, now you have a real emergency.

The reason is simple. If it comes from your boss, it probably went up the ladder, showed up in red in some report made to the top management who then got all worked up, started shouting orders that got down the corporate ladder until it hit you. In reality, it may have taken weeks between the time the problem happened and the time it came back to you. It can wait until you finish your current task.

People stuck on the field are not going to wait that long, they want a solution now and if they can't do it by themselves, they will focus all of their energy into finding people who can and contact them directly, instead of just writing a memo to whoever wants to read it.