Add or Edit an Incident Severity Level

Your organization might find it useful to classify incidents by their severity level so that agents can resolve the highest severity incidents first.

Additionally, reports that include incident severity can be useful management tools.

1. Click Configuration on the navigation pane.
2. Expand Application Appearance, and then double-click Customizable Menus.
   The Customizable Menus tree opens on the content pane.
3. Expand the System Menus folder.
4. Click Incident Severities to display the editor.
5. Do one of the following:
   • To add an incident severity, click New.
   • To add a new incident severity directly below an existing incident severity in the tree, select the existing incident severity and click New.
   • To edit an incident severity, click it in the tree.
6. Enter a name for a new incident severity or edit an existing one in the Label column.
   The corresponding field in the Label column in the Interface Visibility section is populated or revised as you type.
7. If you do not want the incident severity to be visible on the interface, clear the Visible check box.
8. Click Save.