Priority for long running incidents

[Arvind Jayaprakash]

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?

• Why you should lower: to communicate to stakeholders and responders that the situation is improving and the problem is no longer as bad as it was sometime ago
• Why you should not lower: the original severity of the problem is lost. Becomes very hard to find out "how many P2 incidents did we have this month" as final priority state might be might be much lower than peak priority