At this time, the Case Flags component and reporting are set up with the assumption of 4 flag levels. This knowledge article will instruct on how to show 3 flag levels, but below we discuss how this will result in a slightly different user experience. 

 

Component

The Case Flags component will still display 4 flag levels with the appropriate timings from the Case Flags setup.

 

Switchboard

On the switchboard, you will notice that the 4 flag levels are all still present. 

 

Reporting Considerations

It is important to understand how utilizing the 3 flag levels can affect reporting. In the above example, we are skipping over Flag Level 3. This means that the fields below will always populate with the following values. 

Case Flags Age 3 Hours = Case Flags Age 4 Hours 

Hours in Age 3 =  0.00

Business Hours in Age 3 = 0.00

It is important to note that in packaged reports, such as the "Current L3-L4 Flags by Owner" report, there will be no cases that fall into Flag Level 3.