Best practices on creating a retro p1/p2 major incident while suppressing notifications

[Michael Ara_jo]

Hello all,

I'm fairly new to major incident management, and I have had this as an additional duty to my functional role at my company for about 2 years, but we are blessed with not having a tons of major incidents per month, so learning by doing has been slower than others with 2 years experience and dealing with dozens of MI's per month.

So wanted to see if this would be the right forum to get some best practices knowledge, and specifically on an ask from one of our technology managers to modify when notifications are sent out by ServiceNow when a P1/P2 is recorded.

The ask revolves around a P3 level incident, that has been resolved, but at the end of the troubleshooting session they determined they had breached some SLA's that were of higher critical importance and deemed this should have been a P2.  So, what they want is for us to adjust the platform to suppress any notifications indicating an ongoing P1/P2 MI has been raised, IF the STATE=RESOLVED already.

Now I believe per definition, it should have been a P2 from the beginning if the affected system is associated to what they define as critical business SLA's.  But in situations where they did not, is it a bad practice to suppress those notifications?  Would it be acceptable on these edge case scenarios to simply modify the notifications to a select few for awareness, such as Sr. Management or the right people who should be in the know of this retro P1/P2 MI?

Any feedback or guidance on the proper forum to post this question would be greatly appreciated!