Change in Priority

You may need to reassign the case priority during the case escalation process. For example, you can reduce the escalation percentages to escalate the case more quickly through the skill levels. When the priority changes, the case remains with the current assignee, and the current assignee is given a complete escalation interval based on the new priority. The assignee receives a complete escalation interval regardless of when the case priority changes in the escalation process as long as there is adequate time remaining in the time-to-close.

When you change the priority, the commitment date and time could change, depending on whether a service contract is connected to the case. For example, suppose that you change the case priority from 2 to 1, the case is not attached to a service contract, and different values exist for each priority in the Commit Percentage field in the F1753 table. The escalation interval could change. In this example, the case remains with the current assignee, who receives a complete escalation interval based on the new priority; however, that interval changes according to the new response date and time. If the new escalation interval is changed from 12 hours to 8 hours and the escalation percentage changes to 25 percent for the new priority, the assignee receives a complete escalation interval of 120 minutes (25 percent of 8 hours) instead of 180 minutes (25 percent of 12 hours).