AnsweredAssumed Answered

Automatic priority calculation

Question asked by pier-olivier.tremblay Champion on Aug 4, 2015
Latest reply on Aug 5, 2015 by KarenMatoke

As per the documentation we can read : The incident's impact (and therefore priority) would only be changed when the "Affected Service" CI has a higher impact than what it was previously.


So it means that if your L1 technician create an incident with a critical service (Impact of 1), it'll create a Major P1 or P2 incident that will alert the NASA or the FBI...


But after further investigations, it appears that the affected service is far less critical(Impact of 3). The incident's priority should be reduced, but this is not the behavior of SDM.



Is somebody aware of how to avoid this vicious behavior?



Guess it'll end with a spelcode that sets the impact and calculates the priority after an incident update....