Setting Up Generic and Provider-Group-Specific Priorities

Access the Case Priority Revisions form.

Provider Group

For generic priorities, this field is blank.

For provider-group-specific priorities, the provider group number appears by default.

Priority

Enter the level of severity pertaining to the customer issue.

Commit Percentage

Enter the percentage to use when calculating the escalation due time. The commit time is based on the case type. When a case is not covered under a contract, the system uses the value in this field to calculate escalation time.

Escalation Time = Current Time + (Commit Time × Percentage)

Escalation Level

Enter the status code used to track commitment to the customer or an escalation. The escalation level is derived from a case and must be greater than or equal to 1.

Message Level

Enter the message level. The message level is associated with the group number on the Address Parent/Child Revisions form and enables the system to determine who receives messages when the case is escalated.

Unassigned Percentage and Assigned Percentage

Enter the percentage to use when calculating the escalation due time.

Escalation Time = Current Time + (Commit Time × Percentage)

The commit time is based on the type of case. The percentage is based on the request priority and whether the request is assigned to an individual.

The system uses the unassigned percentage to calculate escalation date and time for unassigned cases. The formula is Escalation Date and Time = Commitment Date/Time × Unassigned Percentage.

Note: For Assigned Percentage, the values in the percentage field can be over 100 percent because you can send escalation messages after the commit time has been reached.

Escalation Priority

Enter a value from UDC 17/PR to specify the escalation priority.