Updating impact and urgency choice lists

[Brad Warman]

Hi all,

I have been tasked with updating our priority matrix from the default 3x3 to a 4x4 model. I will need to update the existing choice lists for the impact and urgency fields too. Is there a way to update the choice lists, as well as the priority matrix, without affecting any of the existing open/closed tickets? I don't want any of the existing tickets urgency, impact and priority values to change, just newly created tickets.

Cheers,

Brad

[sachin_namjoshi · Accepted solution]

Choice list can be updated using below

But, updating existing choice list values will impact existing records also.

You can run one time fix script to update choices as per old configuration for existing records.

Use priority lookup rules to update priority matrix

Regards,

Sachin

[Tushar Hirpurk1]

Hi Brad,

             You can do this by defining priority data lookup Rules:-

Follow below Steps:-

 Goto form designer of Incident table

Configure Impact, Urgency and Priority Field by adding 4th choice by giving the name you want.

Make Sure you added the Custom 4th choice in Impact and Urgency

and 6th choice in Priority

Goto System Policy => Priority Lookup Rules

Click on New

Select the appropriate option as you want

Make Sure about the order.

Click on submit

goto new incident form and check

 

Please mark reply as Correct/Helpful, if applicable. Thanks!

Regards,

Tushar

[Tushar Hirpurk1]

I just wanted to check-in on this and see how things were going for you.

If my reply above helped answer or guide you correctly, please mark it as Helpful & Correct.

Thanks!

[sachin_namjoshi]

Hi Brad,

Please mark my answer as correct if your issue is resolved.

Regards,

sachin