The Priority value is used to identify the criticality of a case, and in determining which cases need the most immediate attention. The default priorities are Critical, High, Medium, and Low.
Priority settings are required for a case; a case must have an associated Priority. When you create a case, you assign the priority for that case.
You can modify the list of available Priorities, by removing priorities or adding new ones; for example, ones that are specific to your business or industry. The list of Priorities can be modified in the Case application, Case Attributes menu. In order to modify priorities, you need to be defined in a user group that has the appropriate privileges. Contact your Platform administrator for more information about your user group privileges.