1. Support Management
  2. Issue Management
  3. Setting Up Issue Severities

Setting Up Issue Severities

Use the Issue Severities list to manage what options appear on the Severity field on issue records. Assigning a severity to an issue lets the assignee know how big the problem is and can help determine its priority. Severity levels can be customized. Typically an organization might use a 1–5 scale, with 1 being the highest priority and 5 the lowest priority issue.

To set up issue severities:

  1. Go to Issues > Setup > Issue Severities.

  2. On the Issue Severities list, click the last row if it is not already selected. This row should be blank.

  3. In the Name column, enter a descriptive name for the severity level you want to add.

    This name will be available to select in the Severity field on issue records.

  4. In the Description column, enter a brief description of what types of issues meet this severity level.

  5. Click Add.

  6. Click Save.

To edit an existing issue severity, click the name of the severity to make it editable. Change the name or description, and click Done. To delete a severity, click the name, and then click Remove.

You can rearrange issue severities to change how they appear in the Severity field on issue records. Click the name of a severity. Use the Move Up, Move Down, and Move to Top buttons to set their order.

Related Topics

General Notices