How to change default out of the box priority field to severity in CSM portal after the raised case

[Srinivasu2]

Hi Community,

How to change default out of the box priority field to severity in CSM portal after raised the case.

Thanks,

Srinivasu

[Dr Atul G- LNG]

Hi @Srinivasu2 

You need to update in Standard ticket configuration. 

https://INSTANCENMAE.service-now.com/now/nav/ui/classic/params/target/ticket_configuration.do%3Fsys_id%3D45794105537a10105b51ddeeff7b1253%26sysparm_record_target%3Dticket_configuration%26sysparm_record_row%3D6%26sysparm_record_rows%3D16%26sysparm_record_list%3Dactive%253Dtrue

[Srinivasu2]

Hi @Dr Atul G- LNG ,

Default out of the box priority field is showing once raised the case from CSM Portal

1) I want to remove that priority field

2) I should show Severity field instead of Priority in same place

I need to remove priority field and show the Severity field in the same place in priority

Thanks,

Srinivasu

[Dr Atul G- LNG]

Hi @Srinivasu2 

For the 1st screen shot , you need to make changes in Record Producer:

Add the Severity and remove priority , but you need to make changes in code as well, where the priority is mapped. You need to make changes in Record producer only.

For 2nd Screen shot,

You need to add Severity in Standard ticket configuration.