Update incident impact and urgency

[Allison3]

I'm needing to create new incident impacts, urgency's and priorities.

I'm created the new impact and urgency. When I went to the priority lookup rules to create the new ones, they had already been created overtop of the current ones. I'm needing to keep the current data we have and implement a new risk matrix going forward.

How can I enter in these new values to use going forward but still keep the old values for past incidents?

[Allison3]

Except I missed something because I don't have it for historical purposes. When I added the new values it went and changed the values in ALL incidents to match the new one. Even incidents that were resolved/closed. How do I make it not do this? I could see it updating active incidents to match up with the new impact/urgency matrix but not closed ones.

[Chuck Tomasi]

Thanks for the clarification Allison. I was unaware of retroactive updates. My understanding was that it only updated records as values were changed going forward. That almost sounds like a bug (albeit intentional). I recommend reaching out to customer support to see if the system should behave this way and if, by chance, there is a property to disable the retro-updating. I'll be interested to hear what they have to say.

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[myrmidonextraor]

Allison, Were you ever able to find a solution to this problem?   We have the same issue where we have a need to change our current priority matrix but do not want to allow all previous ticket values to be changed also.