Hi, Global OOB ITSM configuration is: Impact: Minor/Localized (weight =0) Urgency: Critical (weight = 20) Priority = Low (weight = 20) I have a request from the team to modify the priority to "Medium" when: the impact = minor/localized and the urgency =critical. When I go into the Application Admin Console, I select "Custom" - Incident Management Advanced Options, I open the "Incident Prioritization", however I am not able to change the priority value to Medium (it is read only) set at "Low". I opened the Incident Priority, Incident Urgency, Incident Priority and Weight forms to see the configuration that set the weight to "20" and the value to "low".
How can these value be changed? I know this will affect SLAs, reports, prioritization, Incident Management weight, etc.. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
