Incident Impact and Urgency

[Sandhya23]

Hi All,

Should I modify the labels for Impact and Urgency within the Out-of-the-Box (OOTB) settings, or should I create new ones?

Regards,

[Sandhya23]

Thank you all for your response.

Let me rephrase my question. I am referring to the impact and urgency choice list value on the incident table itself. There are existing values for impact and urgency in the incident table starting from 1 to 4. Now I have a requirement to update the new labels for them. Should I just update the label and keep the values as is so that the existing functionalities will not be impacted. or are there any other solutions ?

[Jitendra Diwak1]

Hi @Sandhya23,

There won't be impacted. Please modify Label not the value because value used as backend to some purpose. You can modify the Label.

Thanks 

Jitendra 

[Jitendra Diwak1]

And also make sure you are not making changes on Task table.

[Sandhya23]

Thanks for all your responses. I have done that.

I have one more question. There is a a P5 value for Priority field which needs to be made inactive. What all impact analysis do I have to do before I make it inactive

Note - I have a priority matrix setup for impact and urgency ( values from 1 to 4)

[Jitendra Diwak1]

Hi @Sandhya23,

We hardly use P-5 priority. There is no impact for this. You can inactive this.

Thanks

Jitendra