I want to set priority as 4 whenever the incident is raised from service portal

[snow34]

I want to set priority as 4 whenever the incident is raised from service portal

[palanikumar]

Hi,

Service Portal uses record producer to raise incident. For your requirement set the impact and urgency to 4 to create the incident as priority 4. Follow the below steps

1) Goto Record Producer. search for "Create Incident"
2) Open Record Producer and add below line at the begin of the script section

current.impact = '4';
current.urgency = '4';

Note: Use impact and urgency based on the Priority Lookup rule configured

Thank you,

Palani

[snow34]

I tried but it didn't worked it is setting as priority 5 i want to set as 4

[snow34]

[palanikumar · Accepted solution]

Hi,

Did you check your Priority Lookup rule? If you are using OOB then you can use the below values

current.impact = '2';
current.urgency = '3';