Using Case Flags with 3 Flag Levels

Case Flags uses 4 flags which are user customizable to expose the number of elapsed hours since the most recent customer correspondence. Flag-level intervals are configurable in the Case Flags setup wizard, accessible upon installation. If an organization prefers to use 3 flag levels instead, these instructions will help to configure Case Flags that way.

  • Aug 1, 2025
  • Knowledge

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https://kb.vicasso.com/?kb=000005443
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Step 1: To begin configuring your flag levels, go to the Case Flags setup wizard and navigate to the "Flags & Aging Speeds" tab. There, you will define your "Default Aging Speed" flag images and aging speeds.

If you have not configured Case Flags before, you may create your "Default Aging Speed" using 3 levels, instead of 4.  Please jump to "Step 3" now. 

If you already have a "Default Aging Speed" configured, then you should create a new "Custom Aging Speed" to handle the new behavior.

 

Step 2: Click the "Create Custom Aging Speed" button at the bottom of the page.  Give your new aging speed a unique and descriptive name and set the criteria to: "Created Date" not equal to "null".  This will mean that any time a case is created, it will bypass the "Default Aging Speed" and use this new custom aging speed instead.

 

Step 3: To utilize 3 flag levels instead of 4, you just need to have Case Flags skip over one of the flags.  To accomplish this, set the first aging speed for one flag level to the same as another.  For example, the flags aging speeds below are set as: 0, 0, 2, 4

 

 

 

Title
Using Case Flags with 3 Flag Levels
URL Name
Using-Case-Flags-with-3-Flag-Levels