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[Rancher] How do I change severity level on an open case?

This document (000020296) is provided subject to the disclaimer at the end of this document.


I have reviewed the severity levels listed below and I would now like to know how I can change the severity level of an open case myself. 

Sev 1 (Critical) The solution is in production or is mission-critical to your business. It is inoperable, and the situation is resulting in a total disruption of work. There is no workaround available. 
Sev 2 (High)Operations are severely restricted, but work can continue. Core functionalities can operate in a restricted fashion despite important features being unavailable. A workaround is available that ensures no immediate business impact.
Sev3 (Medium)The solution does not work as designed, resulting in a minor loss of usage. It may also be a significant software defect that impacts the Customer when performing some actions and has no workaround.
Sev 4 (Low)There is no loss of service, and this may be a request for documentation, general information, product enhancement request, Software defects with workarounds or medium or low functionality impact, etc.


During the creation of a support case, you may select the severity of the support case via the drop-down menu. The creation of a Sev1 or a Sev2 support case will trigger our escalation workflows. If during the life of your support case the initial severity is no longer accurate, you may post a new comment with the string bump_to_sev1 or bump_to_sev2 to escalate a ticket to higher severity. This string can be stand-alone as a comment or can be a part of a sentence.  There is no need for any special characters (such as " " or * *).  

During the life of the case, you can also recategorize it to sev3 or sev4 by using bump_to_sev3 or bump_to_sev4. Using these bump_to_ strings for sev1 and sev2 will trigger our escalation workflows, where sev3 and sev4 will update the severity with no escalation workflows.


This Support Knowledgebase provides a valuable tool for SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:000020296
  • Creation Date: 23-Jun-2021
  • Modified Date:10-Nov-2021
    • SUSE Rancher
    • SUSE Rancher Longhorn

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