Review the case severity and score, and see a breakdown of how the score was calculated.
You can review the severity and score assigned to the case, and update them if necessary.
The severity value indicates the urgency of a case. Possible values are Critical, High, Medium, and Low. Click on the assigned severity to change the value.
The assigned case score is displayed in the cases header. This score indicates the urgency and impact of the case.
Click on the case score to see the assigned scoring method. For more information about scoring types and how Cortex Cloud assigns a score, see Case scoring.
You can see details about the scoring method and the assigned score.
On the Cases page, click on the menu icon to switch to the detailed view.
Click on an assigned score.
If you are not satisfied with the score, you can change the scoring method or overwrite the score by setting the score manually. If you see a discrepancy with the assigned score, consider the following:
For rule-based scores, revise your scoring rules.
For SmartScores, help to improve the accuracy of SmartScore. Give feedback by hovering over the displayed score.
You can change the default scoring method. In addition, if Cortex Cloud was unable to assign a score, you can set the score manually.
Click on the assigned score.
If no score was assigned, in the case investigation pane, click the more options icon and select Manage Score.
Select a different scoring method, or click Set score manually and define a new score.