From the Service Portal record producer form to populate Incident for with "Impact"

[Roshni1]

I currently have a form on our SP that captures the new incidents.  Users are to identify the "Impact" and "Urgency" of thier incident which then is added to the Incident form and will set the priorty.  

At this time only the "Urgency" is getting populated after a users submits the form. Is there something wrong with my coding or is there a better way 

This is the code I currently have: 

current.setValue('contact_type', 'self-service');

gs.addInfoMessage(producer.getDisplayValue('impacted_user'));

current.setValue('caller_id',producer.getValue('impacted_user'));

current.setValue('contact_type', 'self-service');

//current.setValue('short_description', 'Issue: ' + producer.getDisplayValue('issue_related_to') +   (producer.getValue('issue') ? ' - ' + producer.getDisplayValue('issue') : ''));

current.setValue('u_preferred_method_of_contact', producer.getValue('preferred_method_of_contact'));

if(producer.getValue('alternate_contact_information')) {

    current.setValue('u_alternate_contact_information', producer.getValue('alternate_contact_information'));

}

current.setValue('impact', producer.getValue('impact'));

current.setValue('urgency', producer.getValue('urgency'));

Thanks very much for your continued support. 

[Dr Atul G- LNG]

Hi @Roshni1 

There’s no need to write a lengthy piece of code — the solution provided by @Deepak Negi Deepak works perfectly fine and will resolve the issue.

However, my concern isn't about the mapping itself, but rather the process behind it.

From a process perspective, for any user, their incident will always seem like a Priority 1. By allowing users to select both Impact and Urgency in the record producer, you may run into issues. If every user starts selecting Impact 1 and Urgency 1, it will result in a Priority 1 incident — and P1 SLAs are always tight.

So, I suggest revisiting this requirement. Consider whether it's necessary to show both Impact and Urgency to the end user, or if only Urgency should be shown instead.

[Deepak Negi]

Thats right

Ideally Urgency should be the appropriate field to be available on the request form