Priority not getting updated when impact and urgency are update from agent app.

[sushmitha4]

Hi All,

Currently we are planning to use agent app in our project and while testing, I could see that when I change the impact and urgency from the agent app, priority change also reflects on the incident form, but until I save the the form, priority will not get updated.

In example below, I have set the urgency to 3 from app and its reflecting properly on form and even priority is calculated properly but priority value is not saved.

Now if I reload form, then it reflects old priority value only.

Kindly help!!

Thanks & regards,

Sushmitha

[Ankur Bawiskar]

Hi Sushmita,

check any assignment rules for this is configured or data lookup rules

That might be causing this or any before insert BR on that table

Regards
Ankur

[sushmitha4]

Hi Ankur,

Thanks for the quick reply.

I do not see data lookup definition tables on my project instance.I am not sure why its not there.Our instance is very old one.

And that priority_lookup is similar to dl_u_priority table.

Can this might be the cause of that issue?

Thanks ,

Sushmitha

[Ankur Bawiskar]

Hi,

please check Data Lookup Definition for "Priority Lookup"

1) Was this working fine previously? If yes then what changed in between

2) Also it should work; if it is working on field change

• onChange of fields may lag, but once you submit the form you will be able to see the Priority change over based on Urgency and Impact.

3) Ensure Always Replace is set to true

4) check any before insert BR on that table is causing the Priority to change

5) Does this work fine from browser?

If my answer solved your issue, please mark my answer as ✅ Correct & 👍Helpful based on the Impact.

Regards
Ankur

[sushmitha4]

Hi Ankur,

As I said, we have have "Data Lookup Definition" table in our instance.Kindly see the screenshot that I attached in previous comment which shows the available tables which contains name "lookup".

Priority value is setting based on the urgency and impact. But it is not getting saved until the form is saved.So if I am updating the urgency and impact from agent app, I want the priority also to be auto saved.But that is not happening.

I checked for BR's and Client Scripts as well.

NOTE :Our instance is around 10years old.

Thanks,

Sushmitha