Priority rules modification

[VinayKumarA]

Hi Everyone,

We have a requirement from client to modify the impact and urgency choices and set up the priority data lookup rules based on that.  Currently, we have impact and urgency (3 choices each) and total 9 priority lookup rules setup for Priority (P1 to P4). We are not adding new priority but adding 1-1 choices under Impact and Urgency and setting up new priority rules. While doing the same in lower environment, we observed that existing records got impacted due to this modification. How can we achieve this modification without impacting the existing and previous records? Please suggest your inputs.

[Sanjay191 · Accepted solution]

Hello @VinayKumarA 

I guess this is not the best practice to performe changes on the priority because it create the chaos at other environment and also  all the SLA and other configuration also get impacted and also other BR and Data look up rule that we need to modify also so it create the chaos further.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Thank You

[VinayKumarA]

What would be the solution for this?

[VinayKumarA]

Any alternative solution do we have for this?

[VinayKumarA]

Can anyone answer to my query along with a proposed solution?