- In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
- In the Case life cycle section, click a step that has a defined goal and deadline.
- In the Step properties pane, on the Goal & deadline tab, open the SLA rule by clicking an Open icon next to the rule name.
- In the Start of service level section, in the
Initial Urgency field, define the initial urgency by
entering an integer between 0 and 99.An assignment has a default urgency of 10. The system adds the value in this field to determine the initial urgency. For example, if you enter 10, the initial urgency is 20.
- Click Save.
Users can check an assignment urgency during run-time task processing. The urgency can increase during a case life cycle when an assignment passes a goal and deadline. The default assignment urgency is 10.