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Automation ManagementAutomation Management Guide

Set Case Priority Pre-Built Playbook

Ensure that the case priority correlates to the case risk score using the Set Case Priority pre-built playbook.

The Set Case Priority pre-built playbook has the Case modified trigger. If the playbook is enabled, the playbook automatically runs when a case is modified.

The playbook runs a branch to one. In this branch to one, the case priority is updated depending on its risk score and current priority:

  • Default – If none of the other branches are true, nothing is executed.

  • Branch 1 (Change Priority To LOW) – If the case risk score is less than 25 and the priority is not Low, the branch updates the case priority to Low.

  • Branch 2 (Change Priority To MEDIUM) – If the case risk score is greater than or equal to 25 and less than 50 and the priority is not Medium, the branch updates the case priority to Medium.

  • Branch 3 (Change Priority to HIGH) – If the case risk score is greater than or equal to 50 and less than 75 and the priority is not High, the branch updates the case priority to High.

  • Branch 4 (Change Priority To CRITICAL) – If the case risk score is greater than or equal to 75 and the priority is not Critical, the branch updates the case priority to Critical.