I'm being asked to create a Priority 6 in Incident with a ridiculously long SLA (years!). Basically, this is because people don't want to use Service Request yet. Every bone in my Heat/ITIL/Service Management body is saying not to do this and that it is the wrong thing to do... however, I'm struggling to come up with really strong arguments for why not. My thoughts so far are around:
a) adding a new priority sounds a bit of a nightmare and fiddly, since it is linked in so many places and in so many different business rules, triggers and quick actions. It's made slightly more complex in that we've already tied priority to category as people didn't want to use impact and urgency.
b) For some of the types of things they want to log e.g. System Enhancements, it would be just as quick to set up either a new business object or to configure release/project to be used instead as to fiddle about with a new priority.
c) If there are still items which don't fit into release/project/new object then I could just create exceptions in the escalation schedule for these categories.
d) If we added a really long priority there could be a system overhead in terms of watch records that last years.
Anyone else done this or have any thoughts around it?