Chapter 9 Using Work Item Priorities and Escalation Every step, and therefore every work item, has a priority attached to it which, when used to sort a work queue, can determine where it appears in the queue. You can change the priority of a step so that it appears above or below other items in the work queue. You can set priorities so that the item is given a high or low priority immediately after it is processed to a queue, or it can increase or decrease in priority by a given amount after a certain period of time. Topics • About Priorities • Changing the Default Priority • Changing Priority at Case Level • Setting Priority at Step Level • Changing Work Item Priority in a Work Queue • Where can Priorities be Used
