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Can P2 Incident be downgraded to P3 Incident?

Posted: Mon Dec 01, 2014 10:48 am
by Saakshi
Can P2 Incident be downgraded to P3 Incident?

Posted: Tue Dec 02, 2014 3:45 am
by UKVIKING
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

Posted: Sun Dec 07, 2014 10:45 pm
by iTurley
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.

Posted: Thu Dec 18, 2014 4:41 pm
by simplr
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.

Posted: Mon Jun 08, 2015 6:00 pm
by UpritS
From an auditor's view point I would suspect downgrading priority of incident to avoid an SLA breach :), 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.

Posted: Tue Jul 14, 2015 5:03 am
by Kranti
Hi emilylee

Please don't send messages like this in this Forum. This forum is primarily to discuss about ITIL not phrases . Thanks for understanding

Posted: Wed Jul 15, 2015 3:35 am
by ITILadmin
Spammers like that don't even come back to view their spamlinks, Kranti. We simply delete and ban them.

Posted: Wed Jul 15, 2015 3:51 am
by Kranti
Thanks ITILADMIN letting me know :-)