how to delete a priority from Incident and Problem

[kgirishshenoy]

Hi,

I see SN has 5 priorities, We would like to only use 4. I would like to delete Priority - 5, I could not find it from the documentation. Appreciate any help in this regard. I would like to remove Priority 5 from both Incident and Problem management.

[kgirishshenoy]

Thank You.

[cdi]

Hi Chuck,

I did everything recommended and even added a business rule but still cannot get rid of '5 - Planning' showing for Problems.  I was able to get it to not show for Incident.  I have looked for something else that may be causing this but have not found anything.  I am looking into this for someone whose instance was upgraded to Kingston patch 7.  Any suggestions?

Thanks!

[Chuck Tomasi]

Can you be more specific about what you've tried? Just as a quick checklist, have you checked...

• Configure Choices?
• Show Choices?
• Dictionary Default?
• System Policy> Rules> Priority lookup rules?

[cdi]

I tried all the above.  I had to change the dictionary entry override default value for Priority from 5 to 4 for both Incident and Problem records to get the Priority to show 4.  Thank you for responding.

[akkkiii95]

Hey,

After completing above 4 mentioned steps. Do the following:

Navigate to configure label(priority)<dictionary override tab> click on the incident and change the value to 4 from 5. Find the Attached screenshot for reference

Thanks!!