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Changing the Impact or Urgency

You can change the priority and/or urgency of an open case at any time.

Procedure

  1. Log on to the SDL Customer Gateway.
  2. Navigate to the case via the My Support tab.
  3. From the Quick Actions menu, select Update Impact/Urgency.
  4. Use the drop-down options to change the Service Impact and/or Urgency.
  5. Enter a Comment to explain why the Impact or Urgency has changed and click Submit.

Results

The Support Engineer is sent an email notification advising them of the change.