Set up case scoring

Set up Cortex AgentiX case scoring rules to prioritize issues based on defined criteria.

To set up case scoring, you need to define scoring rules.

Enable and define scoring rules

1. Select Cases & Issues → Case Configuration → Case Scoring → Scoring Rules and enable User Scoring Rules.

   The Scoring Rules table displays the user-defined rules and sub-rules.

2. Click Add Scoring Rule.

3. In the Create New Scoring Rule dialog, define the rule criteria:

   1. Under Rule Name, enter a unique name for your rule.

   2. Under Score, define the score that Cortex AgentiX should apply to issues that match the rule criteria.

   3. Under Base Rule, select whether to create a top-level rule (labeled Root) or a sub-rule (labeled Rule Name (ID:#)). By default, rules are defined at the root level.

   4. Select or deselect Apply score only to first issue of case.

      By selecting this option, you choose to apply the score only to the first issue that matches the defined rule. Subsequent issues of the same case will not receive a score from this rule. By default, a score is applied only to the first issue that matches the defined rule and sub-rule.

   5. In the issue table, use the filters to define the attributes you want to include in the rule match criteria. For example, you can select issues with High severity, issues by category, or issues associated with certain assets or asset providers.

      Right-click an issue field to add it as match criteria.

   Example

   With this rule, Cortex AgentiX assigns a score of 30 to any issue domain with a severity level of Critical:

   • Score = 30

   • Base Rule = Root

   • Filters:

     Issue Domain=Security AND Severity=Critical

4. Click Create.

   You are automatically redirected to the Scoring Rules table.

5. In the Scoring Rules table, click Save to save your scoring rule.

   Note

   For scoped users, a small lock icon indicates that you don't have permissions to edit a rule.

Revise existing scoring rules

In the Scoring Rules table, take the following actions to review your rules and sub-rules:

• Use the arrows to rearrange rule priorities. Make sure to click Save after any changes.

• Select one or more rules and right-click to see the available actions.