Abnormal Incident Creation in ServiceNow

[ataur2050]

Dear Experts,

We are facing an issue in ServiceNow where number of incidents gets created via alerts and when it gets created, few fields are  getting populated as shown below and the priority gets calculated as per lookup rule.

Where as the customer wants this to check an additional field in the Configuration item(CI) called category classification and set the priority as 2-High

Also we did not find the source of creation of those incidents in ServiceNow.

Request assistance.

[GlideFather · Accepted solution]

Hi @ataur2050,

there's not enough of context to help you out... 

We don't see your instance so we cannot understand how the incidents are exactly created and where are the priority (eventually urgency and impact as those two values are calculating the final priority). 

Is it by alerts, then check for events or other configurations related to this, but we are blind with this..

[ataur2050]

Hi @GlideFather,

Thanks for the reply, due to client information we were not able to share exact information but certainly these values were passed from monitoring side and it was resolved.

Regards,

ataur2050.