how to Set Priority based on Impact & Urgency on Service Portal

Community Alums · ‎05-17-2021

Hi All ,

I have this requirement where on the Service Portal > Record Producer > Create Incident, we have to populate the Priority(read only) based on Impact and Urgency, just the way it works on the ITIL view. In the below Screenshot I had selected urgency as Medium , Impact as medium , but the priority is not changing by default.

TIA,

Voona Rohila · ‎05-17-2021

If You did not wrote any script then follow below link

https://community.servicenow.com/community?id=community_question&sys_id=4baa6f3edbc8e010b1b102d5ca96...

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Rohila V
2022-25 ServiceNow Community MVP

View solution in original post

Ash10Patil · ‎05-17-2021

Hi,

This is not incident form, so priority calculation wont happen automatically as this is the catalog item. You need to write your own logic(onchange client script on both Impact & Urgency variables to auto populate priority) by referring data lookup rules which are applied on incident form.

Refer this article to know more: https://community.servicenow.com/community?id=community_blog&sys_id=640e2a2ddbd0dbc01dcaf3231f9619f0

Thanks