---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create an escalation severity

# Create a case or account escalation severity {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

The escalation severity defines the type of escalation and the color used to
represent the cases and accounts of this escalation severity in the user interface.

## Antes de Iniciar

Role required: sn_crm_foundation_admin or sn_crm_escalation_admin or admin

## Por Que e Quando Desempenhar Esta Tarefa

The assigned severity allows agents to easily identify escalated cases and accounts on lists and forms. The escalation feature provides two escalation severity definitions:

* High Severity: escalated records are highlighted in red.
* Medium Severity: escalated records are highlighted in orange.
{#create-escalation-severity__ul_kjb_mrg_lbb}  
The user interface determines which fields are highlighted for escalated cases and accounts:

* Agent Workspace: Field indicators and field highlights appear on the Short description field for escalated cases and on the Name field for escalated accounts.  
  Nota:  
  You can move indicators and highlights to any field that is not a hyperlinked field.
* Platform interface: Escalated case and account numbers are indicated with a colored dot on a list and a colored background on a form.
{#create-escalation-severity__ul_hld_chx_bkb}

## Procedimento

1. Navigate to AllCustomer ServiceEscalation Severity.
2. Click New.
3. Enter a Name for the severity.
4. In the Style field, enter a color.  
   To configure additional escalation severity records, the system administrator must configure a new style with the desired color. For more information, see [Highlight list
   fields](https://www.servicenow.com/docs/access?context=highlight-list-fields-platform&version=australia&pubname=australia-platform-administration&ft:locale=en-US).
5. Click Submit.