Changing the Impact or Urgency
You can change the priority and/or urgency of an open case at any time.
Procedure
- Log on to the SDL Customer Gateway.
- Navigate to the case via the My Support tab.
- From the Quick Actions menu, select Update Impact/Urgency.
- Use the drop-down options to change the Service Impact and/or Urgency.
- Enter a Comment to explain why the Impact or Urgency has changed and click Submit.