Incident Impact and Urgency Reconfiguration

[Sandhya20]

Hello Experts,

I've been tasked with enhancing the system by adjusting the impact and urgency values. While the system comes with default values for these fields, I need to implement new values and remove the existing ones. How should I go about this process?

Regards,

[Dr Atul G- LNG]

Hi @Sandhya20 

You can add/ modify the values by going in dictionary of impact and urgency but 

1. It has direct impact on priority matrix OOTB.

2. It may impact some system code like validation etc if any

3. Reports/ dashboard also need to update. 

[Sandhya20]

My next question is whether we should directly deactivate the existing dropdown values for impact and urgency and then add the new ones. or do we have any other options ?

I have the priority matrix provided too so that I can update the OOTB priority matrix.

[Dr Atul G- LNG]

Hi @Sandhya20 

1. What new values you want to add?

2. We can directly de-activate as well but my intention is, before you take any decision, you need to do a impact analysis, where these changes need to going be impact.

do this first, bcz there may be many places in code, / UI policy or BR or any other business logic where these values is used and by deactivating these can create a big issue.