How can end users update the Urgency of their active incident tickets in Service Portal?

[Subalakshmi P2]

Hi Community,

Need to allow end users update the Urgency of their active incident tickets in Service Portal?

I'm looking to add either:

->An Urgency dropdown, or
->An Edit Urgency button

on the ticket details page so requesters can update the urgency of active incidents.

Has anyone implemented this in Service Portal? What is the recommended approach?

Thanks

[AndersBGS]

Hi @Subalakshmi P2 

Why? Urgency shouldn't be based on users but should be based on SLA/OLA definitions. To have users set the urgency is not be practice.

[Sachin_Nasa]

Hi @Subalakshmi P2 ,

Technically, this can be done by customizing the ticket details widget. However, before implementing it, consider whether end users should be allowed to directly update Urgency, as this field often drives Incident Priority and is typically managed by the support team. Many organizations prefer an escalation/request process instead of directly exposing the Urgency field.
If you found this helpful, please mark it as Helpful and Accept as Solution so it can reach others too.

[ManjunathRK]

From my perspective, Urgency is typically determines the priority, impact matrix  and should not be directly editable by end users once raised. Allowing requesters to change the urgency at any time could result in inconsistent classifications, impacting SLA commitments, priority calculations, escalations, and overall incident management processes.

If there is a genuine business need for users to request an urgency change, a better approach would be to allow them to submit an urgency change request that requires agent or service desk approval before updating the incident. This ensures proper governance while still giving users a way to communicate changing business impact without compromising SLA integrity.