Hi all, I have a doubt about Criticality <-> Impact <-> Priority Matrix. Maybe is due to a poor understanding of ITIL but please, be kind and argue your answer... Let's say that our OTRS system has a service called OTRS with a criticality of 4 high because, if it fails, no agent can work. Let's say there is a problem in OTRS: the company logo is mirrored and unreadable. It's a problem that affects both customers and agents, all of them, so its impact is 5 very high. So now I have a very high priority ticket that is nothing more than a GUI nuisance. I know I can manually change the ticket 's priority, but what I would be really doing is saying "Although the impact is really 4, the criticality should be 1, not 4." Now, my question: do you think that there should be a way to adjust the criticality of the service for the current ticket? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.