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Question

 Saibal Kanti Bhaduri (SaibalKantiB)
IBM India Pvt Ltd
Solution Consultant
IBM India Pvt Ltd
IN
SaibalKantiB Member since 2014 8 posts
IBM India Pvt Ltd
Posted: Jul 13, 2020
Last activity: Jul 13, 2020
Posted: 13 Jul 2020 3:06 EDT
Last activity: 13 Jul 2020 9:29 EDT
Closed

How to raise INC severity of and existing Support Request to Pega

Hi,

We have raise a Support Request (SR) to to Pega for an issue. But the SR is raised as Sev3.

I want it to change to Sev2. Can anybody guide on this ?

If the SR is not raised by me, in such scenario whether is it possible to raise severity by me ?

 

Thanks,

Saibal

***Edited by Moderator: Pallavi to move from Pega Academy to Product, update platform capability tags***

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Pega Platform
Case Management

Posted: 4 years ago
Updated: 3 years ago
Posted: 13 Jul 2020 4:24 EDT
Updated: 14 Jun 2021 7:38 EDT
Pavan Kalyan Kanaparthi (kanap2)
PEGA
Senior System Architect
Pegasystems Inc.
IN

I don't think we will have the option to change the severity from our side, once the SR is raised.

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Posted: 4 years ago
Posted: 13 Jul 2020 5:26 EDT
Shiva Rakshith S (Rakshith) Technical Solutions Engineer
Pegasystems Inc.
IN

Hello Sai, We can change the Incident severity after it was created. Please request the corresponding support engineering who is working on your Incident to raise the severity. Let me know if it helps.

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