INCIDENT AND MAJOR INCIDENT MANAGEMENT

HaseebR
Tera Contributor

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.

2 REPLIES 2

NabeelJ
Tera Expert

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

AndersBGS
Tera Patron
Tera Patron

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/