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.

prioritymenu.png

Related topics

Configuring-system-settings

Creating-cases

Tip

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.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*