Severity and Age of Requests

Severity indicates the priority of a service request . An SR is assigned to an agent based on its severity.

This means that an SR with a higher severity is taken up earlier for resolution. An administrator can set the values for severity in the Setup and Maintenance work area. For more information, see "Add Service Request Severity Values".

The age of an SR is also a factor while assigning work. A request that's waiting in the queue for a longer period of time is given higher priority.