Updating impact and urgency choice lists

Brad Warman · ‎06-28-2020

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 · ‎06-28-2020

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

View solution in original post

Brad Warman · ‎06-30-2020

Thanks for the replies everyone. I haven't had a chance to test yet but I'll let you know once i have.

Tushar Hirpurk1 · ‎07-15-2020

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!