Case Classes: Severity Levels and Response Times

In MYOB Advanced, you can specify a level of severity for each support case based on the impact to your customer's business. This capability helps you provide on-time support and handle cases efficiently.

For each case class, you can define the applicable severity levels that can be selected for cases of the class and the response times to resolve a case of the selected severity level. Each severity level and its recommended response time can be specified on the Reaction tab of the Case Classes (CR206000) form. For each row that you add, in the Severity column, you can select one of the following options:

• Urgent: The issue reported in the case has resulted in a critical problem for the customer's business, and no workaround is available.
• High: The issue the customer has reported can severely affect the customer's business. A temporary workaround may be available.
• Medium: The issue reported in the case can result in a non-critical problem for your customer's business.
• Low: The case is a minor issue, a general question from a customer, or a recommendation for products or services that your company offers.

For each row you have added, in the Reaction Time column, you specify the time period for the response by typing the number of days, hours, and minutes.

When you create a case on the Cases (CR306000) form, you can select its severity level in the Severity box of the Summary area based on the severity levels defined for the case class. If severity levels and response times have been defined on the Case Classes form for the class this case belongs to, and if you select a value in the Severity box of the Cases form, the system inserts in the SLA box the date and the time when the case should be resolved.