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
- Open the Case Basic Data window,
and click the
Severity tab.
- Create a new record (F5).
- In the Severity field, enter the ID of the
severity.
- In the Description field, enter a short
description of the severity.
- 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.
- 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.
- 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.
- Save the information (F12).