Help with Priority Data lookup for Case Form

[Richard T]

Hi

We are just starting to get a feel for the Customer Service Management module ahead of implementation line a few months.

On our existing INC, REQ and Calls Forms the priority is driven by the urgency and impact and changes automatically but this does not seem to be the case, is there no data lookup or similar for Cases to to do this?

If one does not exist out of the box do I have to create one from nothing or is it possible to clone the one(s) used for the INC and REQ forms?

A novice questions I appreciate but not an area I have worked on very much I am afraid.

Many thanks

[Shambhu5]

Hi rpt019,

You are right. There is no OOTB Data Lookup present currently for any of the Case Management. You will have to create such relationship in Data Lookup.

OR 

Navigate to Data Lookup Definitions > open Priority Lookup of Incident table > Change source table from Incident to Case table > rest keep as it is > Insert that record now. 

An exact clone of Incident Lookup will be created for Case table. 

Now, you can create your specific Matrix for Case Management and that will work.

Please mark my answer as Correct/Helpful in case that works.

Regards,
Vishrut

[Richard T · Accepted solution]

Hi Vishrut

thanks for your reply.

Is this possible given the priority lookup for Incident is in Global but I need to create the Case on in customer Service Management?

Regards

[Shambhu5]

Hi rpt019,

I would recommend you to configure Data Lookup Definitions changes in Customer Service Management Application, for safer side and regarding your query of Priority Data Lookup, it can be accessed in any scope. Please find below screen-shot for the same:

Please mark my answer as Correct/Helpful in case that works.

Regards,
Vishrut