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

[sushmitha4 · Accepted solution]

Hi Ankur,

The issue got fixed.

Our instance is very old and it was using old priority lookup which was using client scripts and business rules to populate the priority field.But in mobile , client scripts are not supported so priority was not getting updated when set from mobile.

This is fixed by installing the "Data Lookup definition" plugin.

Hope this info is helpful.

Thank you for all the support and help.

Regards,

Sushmitha 

[Ankur Bawiskar]

Great!  It looks like you marked your own response as the correct answer, which may be confusing to others that read this later.

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

Regards
Ankur

[sushmitha4]

Hi Ankur,

Issue got fixed by installing the "Data lookup definition" plugin. So marked that comment as correct.

Regards,

Sushmitha

[Megha Padale]

Hi Sushmita,

It is working for me, have you checked application scope in priority lookup rules also make all the override fields as false.

If my answer helped you in any way, mark answer as helpful and correct.

Thanks and regards,

Megha.

[sushmitha4]

Hi Megha,

I can see that application scope for priority lookups are global and I do not see any override field in that table.Kindly help me with that.

Thanks ,

Sushmitha