Poulate priority onchange based on Category, Subcategory in ServiceNow

[i_sachin_]

Hello ServiceNow Community,

I'm currently working on a system where the priority of requests needs to be dynamically assigned based on specific criteria provided within the Category, Subcategory.

Our request table contains these fields, and we aim to automate the prioritization process according to the values selected or entered into these fields, not just upon form submission

The priority should be determined based on these values. For example:

• If Category is 'Technical Issue' and Subcategory is 'Software'  the priority would be 'High.'
• If Category is 'Request for Information' and Subcategory is 'General Inquiry,' the priority would be 'Low.'

I'm considering using a Business Rule or Client Script to do this process. Could someone guide me on how to implement this effectively? Any sample code snippets or best practices for achieving this functionality would be immensely helpful.

[Amit Verma]

Hi @i_sachin_ 

Can you please refer the below article :

https://www.servicenow.com/community/developer-forum/priority-calculation/m-p/2258356

You need to create a Data lookup Definition to achieve this and add records to "dl_u_priority" table.

Thanks & Regards

Amit Verma

[Dr Atul G- LNG]

Hi @i_sachin_ 

Greetings!!

It is do able 

1. Deactivate the OOTB priority look up .

2. Create a new table extend from Matcher table

3. Create 3 fields, category and sub category, priority

4. Create the look up details like this

5. Go to data look up --> New

6. Create the new look up where you are doing mapping for source and destination like

7. Set the matcher and update the setter like this