How do I change severity level on an open ticket?
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I have reviewed the severity levels listed below and I would now like to know how I can change the severity level of an open ticket myself?
|Sev 1 (Critical)||The solution is in production or is mission-critical to your business. It is inoperable, and the situation is resulting in a total disruption of work. There is no workaround available.|
|Sev 2 (High)||Operations are severely restricted, but work can continue. Core functionalities can operate in a restricted fashion despite important features being unavailable. A workaround is available that ensures no immediate business impact.|
|Sev3 (Medium)||The solution does not work as designed, resulting in a minor loss of usage. It may also be a significant software defect that impacts the Customer when performing some actions and has no workaround.|
|Sev 4 (Low)||There is no loss of service, and this may be a request for documentation, general information, product enhancement request, Software defects with workarounds or medium or low functionality impact, etc.|
During the life of the case, you can also recategorize it to sev3 or sev4 by using bump_to_sev3 or bump_to_sev4. Using these bump_to_ strings for sev1 and sev2 will trigger our escalation workflows, where sev3 and sev4 will update the severity with no escalation workflows. Please see the table below for the definition of the severities.
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- Document ID:000020296
- Creation Date: 23-Jun-2021
- Modified Date:24-Jun-2021
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