Configuring Case Severities
Select > > > .
You can create your own case severity categories to suit your requirements. You can also set ranks to these severity categories as per the case handling priority.
When you click Severities page, a list of case severity is displayed.
Searching a Case Severity
You can search a specific case severity, through the Search option. Click the 
button next to search, to view search results based on Name, Response Time, Resolution Time, Color, Rank and Actions filters of the case severity.
Creating a Case Severity
Click the +Create Severity button to create a new case severity. In the Severity Editor window, specify the required details in the following fields:
|
Value |
Description |
|---|---|
|
Name |
Name of the case severity. |
| Color | Select a color from the color palette. |
| Response/Resolution Time | These fields are optional and they provide what should be the response and resolution periods for a case of a specific severity. For example, for the cases of severity Critical, you might require shorter times for response and resolution. |
When you select the Show Additional Parameters checkbox, following additional fields are displayed:
|
Parameter |
Description |
|---|---|
|
Resolution breach alert frequency time units |
It is the frequency of notifications which are sent after the resolution of the cases of this severity has passed the Resolution Time. |
| Response breach alert frequency time units | It is the frequency of notifications which are sent after the response time for cases of this severity has passed the Response Time. |
| Response Near Time | It is the time left for Response SLA time at which SOAR sends a notification. |
| Resolution Near Time | It is the time left for Resolution SLA time at which SOAR sends a notification. |
Editing the Rank of a Case Severity
You can reassign rank to the allotted severity. Click Edit Rank under Actions column and set the rank for the severity in the Rank column.
Editing and Deleting a Case Severity
You can modify an existing case severity by clicking the Edit button under the Actions column. When you click the Edit button, Case Severity Editor window is displayed. Specify the values in editor window as per your requirement and click Save to modify.
You can also remove an existing case severity by clicking the Delete button under the Actions column.