Creating Incident from case

[Nandini Mishra]

I have a requirement to show Case priority as a Read only field on the Incident record only when the incident is created from a Case, how can i achieve this.

I do not need to map the case priority to Incident priority, need a seperate Case priority as a read only on Incident record if it is created from a case.

Also, if the incident created from case has multiple cases associated, then it should show the Case priority field as the priority of the case with highest priority.

How to achieve this?

[SatyakiBose]

Hello @Nandini Mishra 

When you click on Copy Incident UI Action, it triggers a script include - ServiceManagementIncidentUtils

You can find the UI action here - https://xxxxxxx.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=0785387187b313003c1c8467a...

You need to clone this script include, and customize the script so that the case priority is captured in the incident form.

But you might also want to take a look in the documentation below on how the priority is mapped on the incident:

Determining the incident priority, impact, and urgency
When creating an incident from a case:

If the incident data lookup is active, the system copies the case priority to the incident priority and calculates the incident impact and urgency based on the Priority Data Lookup [dl_u_priority] table.
If the Incident data lookup is inactive, the system uses these default settings for the incident fields:
Priority: 5 - Planning
Impact: 3 - Low
Urgency: 3 - Low

You can find the same mentioned here :  CSM integration with Incident Management 

If your ask is to have another custom field, then simply use a client script and use a setvalue call to copy the priority value.

[ersureshbe]

Hi, If following OOB behavior case and incident priority should be same. In case, you customized based on the business requirement you just write the new business rule to update case priority to Incident. Use the following option to write the business rule. Use UI Policy to make the field read-only. I recommend to create a new field to store the case sys_id of the case. use null and not null to decide the field as read-only.