Priority Field appears Read Only

[nehasr1288]

Hi,

When I raise an incident through insertion from mail in servicenow ,the priority field in the "incident" is read only.

Next time whenever I want to update priority it is not possible.

In the incident table the field is not read only

[Harish KM]

Priority get's calculated based on impact and urgency . Why do u need to update priority directly?

There should a write ACL on priority which is restricting to edit

[Chuck Tomasi]

By default, this is intentional. Priority is calculated from impact and urgency. It is not set manually. As a customer, my ITIL users couldn't grasp this at first, but they eventually understood the value. I would advise leaving it read-only.

The priority is calculated by using a Data Lookup.

Data Lookup and Record Matching Support - ServiceNow Wiki

[nehasr1288]

Thank you . I understood !!!

[Chuck Tomasi]

You are welcome.

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Thank you