Setting Up Service Request Severities
You can define a service request's severity and thereby set the priority. Low, Medium, and High are examples of severities. The service request severity can be applied to either a service request or an action. A service request severity reflects the support person's perception of the reported service request and the resulting action.
To define service request severity:
1. Navigate to the Service Request/Action Severities window.
2. Choose Service Request or Action. Service Request refers to the reported event. Action refers to responses to the reported service request. The service request and actions are referenced together by the Service Request Number. A service request can have multiple actions.
3. Enter a Severity. The severity name gives a general description of the severity, such as low, priority, or critical.
4. Enter a numeric Importance Level, with 1 being the most critical.
Importance Level is informational only.
5. Enter a detailed Description of the severity.
6. Optionally enter a Start and End Date. These dates set the active time frame for the severity. If you choose not to enter dates, the severity is always active.
