Long running incidents go through severity changes before it is ultimately resolved. The priorities might get bumped up in the early stages and then lowered as well.
The lowering of priorities happens when we are able to quickly restore the service levels for a few of the affected customers but it is going to take say, another 4 hours before it is resolved for everyone. Do you typically lower the priority at this point?
In the past, managing IT infrastructure was a hard job. It required a lot of manual effort and it was hard to keep track of all the necessary information (monitoring, scalability etc). Thankfully, as...
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