Priority of incident change in support portal priority value display in page id=ticket is different

[KripaV]

Hi all,

When the incident priority is manually change from priority 1 to priority 2 that change is not display in support portal page id=ticket. widget name= "ticket field" shows correct priority but widget name= " Variable Summarizer" shows previous value.

Can anyone help to fix this issue?

[Ankur Bawiskar · Accepted solution]

@KripaV 

Please investigate that and then the debugging steps we shared should help you.

[Robert H]

Hello @KripaV ,

Is this Incident created from a Record Producer?

If so then this makes sense because changing the Priority field on the Incident record has no impact on the value of the Priority variable on the Record Producer. So the variable summarizer only tells you the original values that the Record Producer was submitted with.

Regards,

Robert

[KripaV]

Hi Robert

Thanks for reply, its created from record producer.

[Ankur Bawiskar]

@KripaV 

how is the INC created?

I believe it's from some record producer since it's a ticket page.

how are you changing the value?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[KripaV]

Hi

its created from record producer.