Page 1 of 1

Does the presence of a workaround affect the priority of an incident?

Posted: Mon Jan 21, 2019 6:50 am
by christianMDU
I'm new to ITIL and looking for feedback/opinion on whether or not the presence of a known workaround affects the priority (urgency vs. impact)?
The workaround is valid but means the user has to change the way they would normally do things.

A little bit of background: an in-house application has search functionality built into it. A release over the weekend messed up some of that search.
The values that were in drop-down menu 1 are now in drop-down menu 2. The values that were in drop-down menu 2 are now in menu 1.

Could a known workaround, applied to a P2 ever mean that the priority is lowered to a P3 or even a P4? For me, I see a P3 as only ever affecting one user.
The urgency may change but the impact doesn't as it still affects the same number of users without the workaround.

Re: Does the presence of a workaround affect the priority of an incident?

Posted: Tue Jan 22, 2019 12:57 am
by UKVIKING
The incident can be closed if the work around is applied and the users can use the functionality

The classification - priority and severity - should not be changed

And it also depends on your IM Policy

Re: Does the presence of a workaround affect the priority of an incident?

Posted: Tue Jan 22, 2019 9:56 am
by christianMDU
UKVIKING wrote:
Tue Jan 22, 2019 12:57 am
The incident can be closed if the work around is applied and the users can use the functionality

The classification - priority and severity - should not be changed

And it also depends on your IM Policy
Thanks!