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?

[shashankjoshi]

Hello Bruno,

U have mentioned that you are creating "Change" record. if it is right then as per my knowledge Priority lookup matrix don't work/applicable for Change.

it only work for Incidents. Meaning even if you change impact or urgency it wont change priority. you have to manually select priority.

Hope this clarifies..

Regards,

Shashank Joshi

[Bruno Fernande1]

No, this is not for change, this is for incident.

[Michael Fry1]

On form load, the default value is loaded. The lookup rules take place once Urgency or Impact change. While you can modify the default value, you should create an override so you don't affect other tables.

[Bruno Fernande1]

Hi Michael,

I already had one setup

[Michael Fry1]

Might be time to clear the cache (cache.do)