Add Severity Values to Requests

Help desk request severity indicates the priority of a request . A help desk request of a higher severity bypasses other requests 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.

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Help Desk
   • Functional Area: Help Desk Request
   • Task: Manage Severities for HR Help Desk Requests or Manage Severities for Internal Help Desk Requests

2. The ORA_SVC_ISR_SEVERITY and ORA_SVC_HRHD_SEVERITY lookup types contain the lookup codes. To add a new severity value, click Create Severity 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 a request . The actual severity is determined by the Severity Ranking field.

   • Severity Ranking: Enter a value that depicts the priority level. A help desk request 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. Help desk requests with disabled severity aren't displayed on the Help Desk Request 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 a help desk request 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 request . In this case, a Priority 1 request is displayed in red text with white background.

3. Add more lookup codes as required.

4. After you finish, click Save and Close.