Case priorities

When configuring the add-on Case Management module, case types depend on case priorities and case statuses, so these need to be set up first. This guide explains how to configure your case priorities.

Go to Case Management > Case Management Configuration > Case Priorities
The screen presented will display the priorities that have been set up

Click Insert New Record to add Case priorities
Record the Priority Name and Description
Click Update

Note:

Ceased - to disable use of that priority type
Edit - to make changes to a priority type
Delete - a priority type can only be deleted if that type has not been used in a case

The example above shows priority options such as Critical, High, Medium, and Low. However, if you prefer, you can use an SLA-focused description list instead, for example, 1 Working Day, 2 Working Days, 3 Working Days, and so on.

Case statuses
Case types

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