INCIDENT AND MAJOR INCIDENT MANAGEMENT
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‎01-22-2025 07:31 AM
I am a new developer and trying to wrap my head around Urgency and Impact as it relates to priority.
If I was to set the impact and urgency to dropdown with none and set the default value to --none-- would that be considered a customization? The business requirement is that they want to allow the agents to select the urgency and impact rather than it being auto filled to to low and low.
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‎01-22-2025 07:52 AM
This is not called customisation, it will be considered as a configuration. You can include the "--none-- " value in the dropdown.
Please review below support article for the details:
Customization vs configuration | FAQ and guidelines - Support and Troubleshooting
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‎01-22-2025 09:56 AM
Hi @HaseebR ,
the short answer is no - this is configuration.
If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.
Best regards
Anders
Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/