Adding and configuring priority levels

You can configure the names of the priority levels that are assigned to cases. The priority level is set on the case form. The priority level appears on reports and is a search criterion in the queues. The high, medium and low codes are required by the system and cannot be deleted, though you can change the names of the levels. Regardless of the names, the high priority value is indicated in queues and reports by a red flag icon. Other values are represented as text.
  1. Select Administration > Setup.
  2. In the Primary pane, click Configurable Lists & Sets.
  3. Click Priority Levels.
  4. Click Create.
    To configure an existing record, click the field to edit it and specify your changes.
  5. Specify this information:
    Priority Level
    Specify the name of the priority level.
    Description
    Specify a description of the priority level.
    Order
    Specify the number that corresponds to the item’s order in the list. Changes to the order are shown when you refresh the list..
    Is Default
    Specify a default priority level.
    Active
    Select Yes to make the priority level available in the system.
  6. Click Save.