---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a case or account escalation severity

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

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.

## Before you begin

Role required: admin

## About this task

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.  
  Note:  
  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}

## Procedure

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=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US).
5. Click Submit.

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