Priority Matrix Changed

[vidhya_mouli]

We recently updated the priority matrix and this is causing a new issue. The old Incidents where the priority was Moderate, now is changed to Low. Is it possible to use a fix script or something to change it back to Moderate?

[Dr Atul G- LNG]

Hi @vidhya_mouli 

Dont update priority update the impact or urgency which make Priority Moderate. 

[vidhya_mouli]

That is what was done. But we want the old ones not to change but only the new one. Is there a way to achieve this? 

[Dr Atul G- LNG]

NO mate, as soon the lookup updated , it will update the old record as well, also it will hv impact on SLA as well.

[Mohith Devatte]

Hello @vidhya_mouli ,

Depends on the volume of the records .

So now all your incidents where moderate was the priority , now its low and you need to change it back to moderate.

See if audit is enabled to your incident table , if yes you can see the history if changed values in audit table .

May be you can identify those incidents from there and then ru the fix script to update only those incidents.

I think you might have to un a script on audit history table which is not recommended though as there will be large volume of records in that table which might slow down the session

Hope this helps 

Mark the answer correct if this helps you 

Thanks.