CSM Module - Priority Lookup Rules

[Ariel Aharon]

Hi,

Trying to change Priority Lookup Rules choice labels to custom once, and I cannot find anyway to do so.

I'm trying to change the priority field's choices specifically to custom ones + the matrix calculation does not work - meaning even if I'm changing impact and urgency, priority is not changing.

[kamlesh kjmar]

Hi @Ariel Aharon ,

Did you check if Data Lookup is defined for case table, if no then matrix calculation won't work based on urgency and impact. Out of the box it is not define for case table, so you will have to define if you need it.

I Hope this helps.

Please mark this helpful if this helps and Accept the solution if this solves your issue.

Regards,

Kamlesh

[Ariel Aharon]

Hey Kamlash!

Thank you for your answer, I did change it (Source table) to the Case table - though it did not work.

If I recall correctly while setting the source table to the Case table, I couldn't set the matcher table to nothing (no suggestion was shown) and that field is mandatory.

I did get the same result with a script, I believe this is not the best practice, but it works for now and maintenance for that script is very easy.

[kamlesh kjmar]

Hi @Ariel Aharon ,

Yes, Case's application is different and you can select only Matcher table defined for the same application. For customer service there is no matcher definition defined hence not available to select. If you need to have this you will have to create custom datalookup solution for this. Below is the link you might find helpfult for creating custom data lookups.

https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/field-adminis...

I Hope this helps.

Please mark this helpful if this helps and Accept the solution if this solves your issue.

Regards,

Kamlesh