Creating Case Priorities

You can create new case priorities to fit your support team's workflow. This lets you customize how you rank cases so it's clear which ones need to be answered first.

For example, instead of using low, medium, and high, Wolfe Electronics renames these priorities to 1, 2, and 3, then adds more priorities up to 10. Cases rated 1 are the highest priority, and 10 is the lowest.

NetSuite provides the following default case priorities:

• High

• Medium

• Low

To create a case priority:

1. Go to Setup > Support > Case Priorities > New.

2. In the Case Priority field, enter a name for the new priority.

   This name appears in the Priority field on case records.

3. In the Insert Before field, select where you want this priority listed in the Priority field on case records.

   For example, you may want to arrange statuses by descending priority or alphabetically.

4. In the Description field, enter a brief definition of cases that should be assigned this priority.

5. Click Save.

Related Topics

• Creating Case Types
• Creating Case Origins
• Creating Case Statuses
• Creating Case Issues
• Offering Support for Items
• Setting Up Support Groups
• Setting Customer Service Preferences
• Marking Employees as Support Reps
• Setting Up Support Checklist

General Notices