Add Severity Values to Requests

Service request (SR) severity indicates the priority of an SR . An SR of a higher severity bypasses other SRs of lower priority in a queue, and is taken up for resolution sooner.

As an administrator, you can set the severity values in the application.

In the Setup and Maintenance work area, go to the following:
- Offering: Service
- Functional Area: Service Request
- Task: Manage Service Request Severity Values
The ORA_SVC_SR_SEVERITY_CD lookup type contains the lookup codes. To add a new severity value, click the plus icon and specify the following values.
- Lookup Code: Enter the new lookup code. For example, High Priority.
  
  Note: The Lookup Code is a text value and must be used for display purpose only. The value that you specify in the Lookup Code field doesn't affect the actual severity of an SR . The actual severity is determined by the Severity Ranking field.
- Severity Ranking: Enter a value that depicts the priority level. An SR severity with a lower severity ranking is considered as having higher priority when they are routed to agents. For example, a severity ranking of 2 is considered higher in priority when compared to a severity ranking of 5.
- Enabled: Select to enable the severity value. SRs with disabled severity aren't displayed on the Service Request Edit page.
- Start Date and End Date: Specify a date range within which the severity value is valid. If you don't specify a date, the severity value remains valid forever.
- Meaning: Enter an optional meaning for the severity value. For example, for Priority 1, specify the Meaning as Critical.
- Description: Enter an optional description.
- Tag: Specify a tag that's used to differentiate an SR of a certain severity from the others. For example, specify Tag for Priority 1 as COLOR=#ff0000,#FFFFFF to change the color of a Priority 1 SR . In this case, a Priority 1 SR is displayed in red text with white background.
Add more lookup codes as required.
After you finish, click Save and Close.