Establishing Support Structure › Priority Calculation › How to Set Priority Calculation › Manually Override the Impact Value

Manually Override the Impact Value

When you manually override the Impact value on a problem or incident, the active priority calculation that manages the ticket type automatically adjusts the Priority value.

To manually override the Impact value

1. Open the details page for the problem or incident you want to change.
2. Change the Impact value.

   If there is an active priority calculation that manages the ticket type, the Priority value automatically changes based on the settings in the priority calculation.

3. Save the incident.

   The Activity Log on the Incident Detail page reflects the Impact values changes.

Example: Manually override the Impact value on a new incident

1. Create an incident.

   By default, the Urgency value is 3-Quickly. The Impact value is 3-Single Group. The Priority value is 3.

2. Override the Impact value to 1-Entire Organization.

   The Priority value automatically changes based on the values in the active priority calculation that manages incidents.

3. Save the incident.

   The Activity Log on the Incident Detail page reflects the Impact value changes.