Default incident priority not working

[Bruno Fernande1]

Hi, I customised incident impact, urgency, and priority values. I also customised the Priority Lookup Definition to reflect those changes. Priority default value is set to 2, but whenever I create a new change, the value displayed is 5 - Planning, despite the lookup saying it should be 3 - Medium and the default priority value being 2 (3 - Medium). 5 - Planning is not even enabled...

Force Priority Calc is disabled. I'm on Helsinki patch 1. What am I missing here?

[Mohammed Lais1]

Hi Bruno,

try changing the default value of impact and urgency field in configure dictionary.

[Bruno Fernande1]

They already both have default values as well, 3, changing that to another value also doesn't work.

[Mohammed Lais1]

share your customised the Priority Lookup Definition table

i wil try and let you know.

[Bruno Fernande1]

Sure, Mohammed. It's a simple 4 x 4 matrix. With 3 - Medium and 3 - Medium as default values for impact and urgency, it should be defaulting priority to 3 - Moderate.