Two Priorities are showing in the Agent workspace

[Gokul17]

Hello Peers,

I have a question regarding the case's priority in the Agent workspace. In Agent workspace, it shows two different priorities for a case. Can anyone advise me? What might be the reason? Thanks!

[Niklas Peterson]

Hi,

The small priority with color is usually changed when you save the record. Could it be that you have some logic that has updated the form but not yet saved the record?

Regards,
Niklas

[Amarjeet Pal]

Hello @Gokul17 ,

In the Agent Workspace, a case can show two different priorities based on the configured priority calculation method. The default calculation method is based on the urgency and impact of the case, which are assigned by the user or set automatically based on certain conditions. This calculation results in a Priority field value ranging from 1 (highest) to 5 (lowest).

However, some organizations may have customized their priority calculation method to use additional factors such as contractual obligations or service level agreements (SLAs). In this case, there may be a second priority value displayed that reflects this custom calculation.

To determine which factors are being used in your organization's priority calculation, you can check the configuration settings for your Service Level Agreements and/or Business Rules that update case priority

Thanks

Amarjeet Pal