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674 Views 3 Replies Last post: Nov 16, 2009 6:23 AM by support-jive RSS
support-jive Novice
support-jive
32 posts since
Aug 25, 2009
Currently Being Moderated

Nov 16, 2009 12:38 AM

How can I change the priority of a case?

Hi,

 

We have an on-going case and we want to increase its priority level from 3 to 1.

 

But as you can see it  in the screenshot below, we do not have the right to do it as the action text is  disabled (in grey).

 

issue.JPG

 

Could you explain us why we cannot perform this action?

 

Thanks,

Jeremy

Tags: incident_management, issue, supportal
karlcyr Jive Employee
karlcyr
9,391 posts since
Mar 12, 2008
Currently Being Moderated
Nov 16, 2009 6:21 AM in response to: support-jive
Re: How can I change the priority of a case?

Hi Jeremy,

 

The "Move Up/Down" option doesn't actually change the Severity level of the case- you will need to do that on the case itself. The up/down buttons are used to distinguish the priority of each case of a particular severity level.

 

Regards,

Karl

karlcyr Jive Employee
karlcyr
9,391 posts since
Mar 12, 2008
Currently Being Moderated
Nov 16, 2009 6:22 AM in response to: support-jive
Re: How can I change the priority of a case?

I have modified your case to reflect Severity 1 status.

support-jive Novice
support-jive
32 posts since
Aug 25, 2009
Currently Being Moderated
Nov 16, 2009 6:23 AM in response to: Karl Cyr
Re: How can I change the priority of a case?

Thanks Karl.

I close this one.

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To better serve our customers we have included functionality to automatically follow up on a case after it has been idle for more than 5 days, and then auto close after an additional 3 days of inactivity. Choose No to acknowledge that this case will remain idle for longer than 5 days.
Making cases public allows other customers to learn from the solution of the case. It can also be used to gain feedback from others in the community. Ask our Support Engineers for more info, but we encourage you to make your cases public.