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Process for updating a closed ticket priority from backend.

Question asked by dasja02 Employee on May 3, 2018
Latest reply on May 4, 2018 by dasja02

Hi Team,

I have an incident ticket while changing priority from p3 to p1 its closed.In report its showing ticket is with p3 priority.

Can I use the following step for changing the priority?

IN Mssql database:

For table call_req:

Command :

(  update call_req set impact='4',urgncy='3',pri='18' where ref_num='90887';  )


After running above command can I change a ticket priority from p3 to p1? Whether it will effect any existing tickets or not and kindly suggest if it will reflect on report while we will generate report? 

Please suggest any method if I can resolve this issue.



Jagatjyoti Dash