Priority field issue

nagaraju8 · ‎07-20-2016

Hi Guys,

I want to remove 5 - planning option from priority field in incident application.This field is coming from task table.

I removed this option via configure dictionary but still it is appearing on the form.This is the right approach or any way to do it.

Please any one suggest me.

I tried in many ways but no luck.

Thanks in advance!!

Regards,

NJ

Chuck Tomasi · ‎07-20-2016

If it is coming up as a default value of 5 on new incidents, there are really only two places it can be happening.

The dictionary entry. Check the default value field. NOTE: this is likely the default value for TASK priority (note the table). Check and see if there is an entry in the dictionary override related list for the incident table. There may be a different default value being set there that is specific to the incident table.
The priority lookup rules. It sounds like you already checked that, but make sure your setter values don't include the 5 value.

Dictionary Overrides - ServiceNow Wiki

Data Lookup and Record Matching Support - ServiceNow Wiki

View solution in original post

Chuck Tomasi · ‎07-20-2016

Hi NJ,

Right click the field and select Configure Choices.

Reference: Customizing Choice Lists - ServiceNow Wiki

nagaraju8 · ‎07-20-2016

Hi Tomas,

Thank you for your quick response.

I tried that but still it is appearing on the form and if I change default value also it is not working.

Regards,

NJ

Chuck Tomasi · ‎07-20-2016

If it is not a valid choice on the choice list, then it is a value stored in the database (on an existing record.)

If it USED to be a choice on the choice list and someone selected it (or it was calculated in another way) the value is stored in the record's database entry. When the system displays the record on a list, it will appear blue, indicating that it is a stored value, but not a current valid option from the choice list.

Does your priority field appear blue on some of the records in a list? If so, that's the cause.

Removing the option from the list does not affect any stored values in records. The system has no idea what to do with those if you change a choice list. That's a task for you to manage after the choices have been altered. You can do this manually or via script.

nagaraju8 · ‎07-20-2016

Dear Chuck,

Thanks for your reply.

Yes I see the blue values and your explanation completely explains the scenario.

The only thing that makes me think is while creation of new incident record.

I presume that for all new records this value should not be available but apparently it comes up as a default value.

My matrix calculation does not account for this option either.

Any thoughts on that ?

Regards

NJ