inbound action

[tGhadage]

hi guys , 

if (email.subject.indexOf("Escalation: High") && email.recipients.toLowerCase().indexOf("test@test.com") > -1) {

            current.impact = 2;

            current.urgency = 2;

            current.priority = 2;

        } 

this code is not creating p2 incidents its creating p3. 

Thanks!!

[Alex Rose]

Priority is calculated by the values of impact and urgency.  If you want P2 incidents, you'll need to set impact and/or urgency to a higher value.

[tGhadage]

as impact as 2 and urgency as 2 ,did it but still not working.

[Alex Rose]

Impact 2 and Urgency 2 equals a priority of 3 - Moderate.  

Please see this article for a matrix of impact, urgency, and priority, this will help you determine which impact and urgency values to use: https://www.servicenow.com/community/itsm-blog/managing-incident-priority/ba-p/2294101

[tGhadage]

Values are not getting set to impact and urgency.

Thanks!!