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ITIL :: View topic - Can P2 Incident be downgraded to P3 Incident?
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Can P2 Incident be downgraded to P3 Incident?

 
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Saakshi
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Joined: Dec 01, 2014
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PostPosted: Tue Dec 02, 2014 1:48 am    Post subject: Can P2 Incident be downgraded to P3 Incident? Reply with quote

Can P2 Incident be downgraded to P3 Incident?
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UKVIKING
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Joined: Sep 16, 2006
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PostPosted: Tue Dec 02, 2014 6:45 pm    Post subject: Reply with quote

What does your Incident Management policy state
about Priority, Urgency & Impact when classifiying a ticket
What does your incident mgmt. policy say about changing classifications - either upward or downward
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iTurley
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PostPosted: Mon Dec 08, 2014 1:45 pm    Post subject: Reply with quote

I'm not sure why you would downgrade a prioritized ticket, unless the initial response was in error - and then, as UKVIKING states, I would check your priority matrix.

Was the impact misdiagnosed? Urgency can sometimes be tough to diagnose but your SLA should clear up any confusion.
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simplr
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PostPosted: Fri Dec 19, 2014 7:41 am    Post subject: Reply with quote

I can think of no good reason (other than mis-prioritisation) that you would downgrade the priority of a ticket. If you have received a P2 and it was a P2 then it should be closed as a P2.

If it was poorly prioritised it should be reprioritised before closure.

Only Problems should be prioritised based on current state like this.
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UpritS
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PostPosted: Tue Jun 09, 2015 8:00 am    Post subject: Reply with quote

From an auditor's view point I would suspect downgrading priority of incident to avoid an SLA breach Smile, as It's not a good practice.
However, the only reason I see here should be inaccurate impact / urgency analyzed. the best practice is to predefine priorities as per SLA in co-ordination with business community and stakeholders who understands impact better rather than leaving it to customize on choice of service desk.
If your policy permits you may downgrade it but it;s not recommended.
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