The system-defined "Severity" list is a special list that can be modified but not deleted. The Severity list defines the urgency of a case, and contains two default severity items, each with a corresponding designation:
High - indicates the case is to be considered urgent.
Low - indicates the case is not urgent.
You can add additional severity items by selecting Add Item, and you can designate multiple items as severity "High" and "Low" as in the example below:
To help users quickly identify a case severity, you can apply a custom color to each item label:
You can re-order how the items will be displayed by selecting the grab icon to drag and drop items.
You can delete a list item by selecting the X icon.
Note: You must always have at least one item designated as the "Low" severity and one as "High" severity.