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Changing incident impact and urgency

The topic describes how to change the impact or urgency of an incident in the BMC Remedy ITSM - Mobility for Incident Management application.

Note

Changing the impact or urgency of an incident can change the priority of the incident.

To change the impact of an incident

  1. Tap an incident request record that has a status of Assigned or In Progress.
     The record is displayed and the Actions button appears above the details pane.
  2. Tap the down arrow in the Priority field.
  3. Tap the button next to Impactand select one the following levels:
    • 1-Extensive/Widespread
    • 2-Significant/Large
    • 3-Moderate/Limited
    • 4-Minor/Localized
  4. Tap Submit Changes.

    impact.png

To change the urgency of an incident

  1. Tap an incident request record that has a status of Assigned or In Progress.
     The record is displayed and the Actions button appears above the details pane.
  2. Tap the down arrow in the Priority field.
  3. Tap the button next to Urgencyand choose from the following levels:
    • 1-Critical
    • 2-High
    • 3-Medium
    • 4-Low
  4. Tap Submit Changes.

    urgentcy.png

 

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