Impact is a measure of the business criticality of an Incident or a
Problem. Impact is often measured by the number of people or systems affected.
By default you have four Impact details listed in the list view.
To open the impact configuration page,
Log in to the ServiceDesk
Plus application using the user name and password of an admin user.
Click the Admin
tab in the header pane.
In the Helpdesk
block, click the Helpdesk Customizer
icon. This opens the Configuration Wizard page.
Click the Impact
link at the left side of the page under the Helpdesk block. This opens
the Impact page from where you can add, edit and delete the impact.
Add an Impact
Impact link on the top right hand side of the page. This opens
the Add impact details page.
Specify the Name
of the impact in the given text field.
Specify the details about the impact in the given Description field.
Click the Save and
add new button to save the Impact and add another Impact.
Edit an Impact
To edit an existing impact,
In the Impact
List page, click the edit icon beside the impact name
that you wish to edit.
In the Edit Impact
form, edit the fields you want to change.
Click Save to
save the changes. At any point, if you wish to cancel the operation that
you are performing, click Cancel.
Even while editing an impact, if you wish to add a new impact, then click
Save and add new button instead of clicking Save button after making
From the Impact
List page, select the check box beside the impact name that you want
button. A dialog box confirming the delete operation appears.
Click OK to proceed
with the deletion. The impact gets deleted from the available list. If
you do not wish to delete the impact, then click Cancel.
NOTE: If the impact is greyed instead of getting deleted, then the impact is being used by a module. Greying indicates that the impact value will not be available for further usage. To bring the impact value back to usage, click the edit icon beside the greyed out impact and deselect Impact Details not for further usage check box.