When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.
What module would you use to make this adjustment?

Question

When you create a problem from an incident. Impact, urgency and priority are automatically populated, from the incident record. Your problem management process owner wants the problem manager to be responsible for assessing the impact and urgency on the problem, so they don't want the values from incident to be copied over.

What module would you use to make this adjustment?

mariam alsallal · Accepted Answer

Problem > Administration > Problem Properties

mariam alsallal · Answer

ITSM > Administration > Properties

mariam alsallal · Answer

Incident > Administration > Incident Properties

mariam alsallal · Answer

System Policy > Rules > Priority Lookup Rules

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