Adding Additional Impact and Urgency for Incident

[Zane2277]

We have an ask to add additional Impact and Urgency in our Incident form/table - a 4x4 matrix. I have already created the dictionary entries for Impact/Urgency/Priority for the form and they are available to choose in the dropdown. Screen shots below.

The priority lookup rules only allow for 1 - High/2 - Medium/3 - Low and I need to modify this so I can include 1 - Critical/2 - High/3 - Medium/4 - Low. 

I created new dictionary entries for impact/urgency/priority and then created a new Data Lookup definition however this does not add the additional dropdowns in the Priority Lookup Rules that I need. 

As I am fairly new to the admin role, I was hoping the community could point me to what I'm missing. I'm doing this in my PDI at this point as this is a learning opportunity for me. 

Any assistance would be greatly appreciated. Thank you.

[Mike_R]

May I ask what is the business case for these additional impact and urgency fields? Seems like an unusual requirement.

[Zane2277]

Our company Incident Management standard and procedure is based upon a 4x4 impact/urgency matrix and the module owner has requested this be configured as such. 

[Dr Atul G- LNG]

Hi Mate,

Looks interesting. I am not a developer so before I try from the technical part, why another impact/urgency is required? what parameters it will be used and how you are going to manage it at upgrade time. 

Better to add new value to existing choices easy to track and work and easy to manage. New fields go under customization.

Mark is helpful if it solves the purpose. 

[Zane2277]

Greetings! This is all based upon our Incident Management Standard. This is how our IT department wants to prioritize incidents for metrics. 

I'll look into adding the choices instead and review. Thank you!