Define Severity

Explanation

Use this activity to define the severity of a case, which classifies the cases according to their importance, e.g., Critical, Standard, etc. The severity determines which cases should be solved first within IFS/Call Center. 

Prerequisites

There are no prerequisites.

System Effects

The defined severity can be used to group the cases in the Case window. 

Window

Case Basic Data

Related Window Descriptions

Case Basic Data
Case Basic Data/Case Severity 

Procedure

  1. Open the Case Basic Data window, and click the Severity tab.
  2. Create a new record (F5).
  3. In the Severity field, enter the ID of the severity.
  4. In the Description field, enter a short description of the severity.
  5. In the Weight field, specify the weight according to the importance of a case with that particular severity. The weight should be a numerical value. For example, a case connected to the severity with a weight of 1 is more severe than a case connected to the severity with a weight of 2.
  6. To specify a default severity for the cases, select the Default check box. Alternatively, once the records have been saved, right-click on a row and then click Set/Unset Default to set the selected severity as the default; thereby discarding any other default setting. 
  7. To specify the order in which the severity should appear in a List of Values, enter a number greater than zero in the LOV Order field. 
  8. Save the information (F12).