Hi Community,
I'm currently facing an issue with controlling the Priority field for incidents created in ServiceNow via an external application. Here's the scenario:
- I have a working integration where incidents are created from external application using the standard REST API and an application registry (OAuth-based).
- The incident payload includes values for impact, urgency.
- Additionally, I’ve added a custom field u_source to indicate the origin (e.g., "u_source": "application_name").
I attempted to use a Business Rule to override the priority based on custom logic (e.g., using u_source or short_description to detect <external_application_name>created incidents). However, despite the rule firing, the Priority Lookup Table (which maps impact and urgency) seems to override my custom priority assignment.
What I’ve tried:
- Writing a before insert Business Rule on the Incident table.
- Setting priority based on a custom field or logic within the rule.
- Confirmed the rule is triggered (via logs), but the final priority still reflects the value derived from the lookup table.
I'm looking for guidance on:
- How to ensure my custom priority value is respected for external application-created incidents without globally modifying the Priority Lookup Table.
- Best practices for isolating such behavior only for a specific source (e.g., via u_source field or similar).
Any help, pointers, or suggestions would be greatly appreciated!
Thanks in advance.
