Can we reduce Priority for closed Incident

[Johnson7s]

Dear Team,

We have come across a situation where we need to reduce the Priority for Closed incident from Priority -1 to Priority -2, we have tried by Data management also by Fix script wherein we could not able to accomplish it on form view but at the same time it got update on List view for same Incident.

Please can anyone suggest the possible way out to fix the issue pertaining to priority reduction from Priority 1 to Priority 2 on Incident table on form view if we have any way out to fix.

Thanks
John

[Dr Atul G- LNG · Accepted solution]

Hi @Johnson7s I would say No. The reason is that once a record gets closed, changing any value in any field goes against policy. If it’s still needed, it would have to be done via a background script, but as a BPC, I would never recommend making changes to a closed document.