Customer Service Priority is not changing

[timothy_tj_john]

I am working with a client that is installing Customer Service Management. They would like to show impact and urgency on the CASE form. They want to have the Priority set against the Impact and Urgency entries. The Priority Matrix is going to be the same as Incident. The problem is when I try to create a Data Lookup Definition new rule the Customer Service table CASE [sn_customerservice_case] is not a searchable or selectable option because the Customer Service application was created in the Customer Service application instead of Global. I can change my application to Customer Service and I can see the Case table but now the Matcher Table will not show the Priority Data Lookup [dl_u_priority]. Any thoughts on how to use the Priority Matrix or setup the Data Lookup Definitions?

[georgimavrodiev · Accepted solution]

Hello Timothy,



Recently I had the same task.

In order to cover it I did the following:
- firstly, I displayed Impact & Urgency field on the case form and placed them above the Priority field (same as on the Incident form);
- secondly, I created a Dictionary Override in order to make the Priority field 'read - only' for the case (sn_customerservice_case) table;
- then, I created a custom table which extends Data Lookup Matcher Rules (dl_matcher) table;
- after that, I created 3 custom fields in this custom table: Urgency, Priority, and Impact. I added them choices same as the default fields (default Urgency, Priority and Impact choices);
- once I finished adding the choice values, I created 11 records in this custom table of mine, and all of them were copies of the incident Data Lookup Matcher Rules records that exist by default in the Data Lookup Matcher Rules (dl_matcher) table;
- I continued by navigating to System Policy > Rules > Data Lookup Definitions -> and created a new definition in which I specified the source table to be the Case (sn_customerservice_case) table & the Matcher table to be my custom table (the one which I spoke about above);
- once the record was saved -> I created two Matcher Field Definitions (1 - urgency (source table field) = u_urgecy (matcher table field); 2 - impact (source table field) = u_impact (matcher table field);) & one Setter Field Definition (priority (source table field) = u_priority (matcher table field));

With these actions performed - my requirement has been fully covered.


Hope my update will be of use to you!


Best Regards,
Georgi Mavrodiev

IT Consultant
Do IT Wise

You may visit us in our Web Site: www.doitwise.com

[timothy_tj_john]

Thank you for the response. I did open an HI ticket only to have ServiceNow state that they understood the issue but were not going to correct it. Not sure about that answer but will work around it. Thank you for the information. 

[MateoBilandzija]

Hi Georg - hope you made it ?