Clicking the "Reset" button will cause all values to revert back to their prior state.
The exception is the Incident Area, which is noted in the documentation. This will remain at the same value.
If you have the Priority Calculation Matrix configured, then the Urgency will reset back to the Default Value, if specified on the Matrix:
- Administration tab
- Service Desk
- Priority Calculation and relevant matrix
- Urgency Default
- The behaviour of when the Urgency field is updated may depend on the field navigation methods used - it may either be immediate, on a field tab, or when "Save" is used.
- Customisations on the Incident form have been known to impact the operation of this behaviour. Try running without customisations on a test system if in doubt.