Configuring origins and priorities for cases

When HR agents create cases manually, they must select origin and priority for a case in the case form. You can configure the values available in the Case Origin and Priority lists in the System Settings console.


You can define priorities and origins only for case records. Other values available in the Record Type list are not applicable.

To add a set of priorities for cases

Perform the following steps to create a set of priorities for cases for each data group that you have.

  1. Open the System Settings console.
  2. Select Application Settings > Priority.
  3. Click New.
  4. From the Record Type list, select Case.

  5. From the Data Group list, select a data group for the set of priorities. The priority that you add will be available only for users belonging to the selected group.

  6. In the Priority field, type a priority value.
  7. Click Save & Close.

To add an origin for cases

The Case Origins menu available in a case form by the default includes:  Email, Phone, and MyIT. You can modify or delete these origins, and  create new ones.

  1. Open the System Settings console.
  2. Select Application Settings > Origins.
  3. Click New.
  4. From the Record Type list, select Case.

  5. In the Origin field, type a case origin value.
  6. Click Save & Close.
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  1. Fred Rickaby

    The configuration of Origins allows the Record Type to be set to Task.  However, there doesn't seem to be an Origin field on the Task record.  Is this actually in use or should this configuration option be removed?

    Sep 22, 2016 03:46
  2. Fred Rickaby

    Tasks (COL:CASE:Case_Task) do not appear to have their own 'Priority' value. On the Task console it is the Priority value from the case that is displayed.  Why is there an option to define Priority values for Tasks and should this option be removed?

    Sep 29, 2016 12:59
  3. Olga Kutetska

    Fred Rickaby, yes that is correct. Tasks do not have priority, and origin. We cannot remove this from the interface now, but I'll remove the incorrect statement about tasks.

    Oct 03, 2016 07:36