Workflow changing incident Status and Urgency which then causes incidents to breach
Wondering if anyone might be able to help me to troubleshoot an unusual issue I'm having with SCSM (we've recently started using it)...
Our Analysts have been setting incidents to an impact and urgency setting of "Low" only to find that at some point an SCSM Workflow has run and changed them back to "Medium" which then changes the incident priority to a 3 and triggers it to breach (if its past its SLO for a priority 3 incident). I've been trying to look at it but am struggling to figure out what is going on and which workflow might be causing the issue.
Here's a screenshot of the history on one of the requests:
Does anyone have any troubleshooting tips they can share with me?
Any ideas how I can figure out which workflow is causing this behavior?
Thanks in advance,