Changing Incident Priority

[hywong]

Do you allow your users to change incident priority over the life cycle of the incident? If so, how do you report on that without having an incident counted multiple times on reports?

Example: The incident is a P1 but over the course of troubleshooting, the priority reduces and no longer fits the P1 definition. 

[Ankur Bawiskar]

Hi,

priority is basically decided based on impact and urgency and the priority matrix

So ideally unless impact and urgency is changed the priority won't change

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[hywong]

Hi Ankur,

Over the lifecycle of an Incident, impact and urgency may change. If the impact initially was to all users (High priority) and then slow reduced down to only a few users, the priority would adjust. The incident is not resolved as few users are still impacted, but the priority is no longer the same based on the matrix. 

Question: How are users here reporting on changes in priority? If i run a report for # of P1 tickets for an assignment group, how can i capture that this incident was a P1 at one point? 

Example: The incident is opened as a P1 and over 2 days, the priority deescalates to a P4 and eventually resolves on day 3. 

[Rajender1]

Hello,

you can get this with the help of metrics.

Below link will help u to get some idea

https://community.servicenow.com/community?id=community_question&sys_id=abf08ba5db98dbc01dcaf3231f96...

Thanks

Rajender

[hywong]

The Incident_metric table doesn't seem available to me. has that been deprecated?