On the task table, our Impact list has two possible options for each value (1,2,3) for incidents and it's driven by a dependent field. We needed to do this because the original set up was done with IT in mind, so we changed the labels to number of users impacted and urgency shows options related to how thoroughly their ability to work is affected. However, we have a new team that isn't IT using incidents and it makes more sense for them to see the out of box Low, Medium, High.
So, we set up the group table to allow us to set particular groups to use the default impact and urgency. If we find that, we select the dependent checkboxes on the ticket and it updates the options in impact and urgency. This is working without issues, except the automatic update of the priority (driven by a custom table and scripting we received from a consulting company). The Low/Medium/High optinos are not setting priority accordingly. When I attempted to create entries in the custom table for the Low/Medium/High options, I cannot select them.
This is the set up for "impact" on the task table:
This is the set up for the "Impact" field on the custom table:
When I attempt to create a new entry, this is my option list:
How can I update the custom table to allow me to create entries for the 1 - High, 2 - Medium, and 3 - Low options?
I attempted to manually add the choices to the custom table, but they are still inaccessible on the form because it's trying to find them from the incident table. On the incident table, I can see the correct choices, though the choice list shows the list dynamically based on which choices are currently displayed:
Show choice list (from an incident record):
Configure choice (from an incident when our "number of users" labels are showing:
Configure choice (from an incident when the default labels are showing):
I'm not sure how seeing the script will help, the issue is that the custom table, which sets the choices for "Impact" based on what it find for the "Incident" table only returns the user based choices:
When I attempt to configure choices, it by default shows nothing because they didn't add choices, they are depending upon the choice table/choice field to find the choices:
The choice list is blank (well now it has my custom options, but they still don't show on the form).
