Impact, Urgency and Priority Mapping on Incident From

[RAHUL Khanna1]

Hi Guys, 

---I have added an extra option for impact and urgency (1-Critical), the mapping was adjusted in the dl_u_priority table with a custom matrix.

---Till here it is fine, Now I have to revert the changes and bring it to original mapping, So I have de-activated the newly created choices in impact, urgency and priority look up table also.

--when I have done above changes, I am finding the below issue.

Any work-around available for above.

[Pratiksha Kalam]

Hello,

Have you check how priority look up is set up for you?

IIf answer is helpful mark  correct

Thanks,

Pratiksha

[RAHUL Khanna1]

Thanks for the reply. 

Yup Checked !...and is reverted to original value but the older one were made active false!

My another question to you is that ...How come same mapping will have two different values.

[Community Alums]

Hi Rahul,

As the priority field values remained same and you just updated the matrix, these priority 1 INCs could be the one that were created using the previous (custom made ) matrix.

Now you have reverted the value of urgency but these were already created in the system. Did you verify the created date for these Incidents?

Thanks,

Debopriya

[RAHUL Khanna1]

yup absolutely correct ! ..that is the case ..

But when I am opening the any incident with wrong opening ...and then changing impact and urgency to some value ........and then making the same value ...the priority is setting properly .....

So the Issues is, is there any possibility, without making the above changes can we set it properly.