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,

It would only save the value in Priority when the record is submitted.

That is out of box behavior

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

Regards
Ankur

[sushmitha4]

Hi Ankur,

But with mobile agent OOTB, if I am updating the impact and urgency from agent app, priority is getting updated and saved.

In my instance, if I am updating impact or urgency from agent app, priority is getting calculated but its not getting saved.

This is my query.

Thanks & Regards,

Sushmitha

[Ankur Bawiskar]

Hi,

So you are saying whenever record is created from mobile agent priority is not getting saved?

With what value it is getting saved?

Regards
Ankur

[sushmitha4]

Hi ,

Not when record is created, its record update.

Say I have made impact and urgency as 1 and 1 on app then priority on the form level reflects as 1. But if I reload the form on native page then it will again sets back to previous priority only.

But if I save the record on native page(not app) once the impact and urgency is updated, then priority is reflecting properly.

This above mentioned step we need not do on OOTB feature.

Say I am trying to update the priority of incident by changing the impact and urgency from mobile app, then priority should be auto updated and saved right(OOTB)!!What is the use to update the impact and urgency from app, If I have to go to native page and save the record again in order for priority to reflect properly.

Regards,

Sushmitha

[Ankur Bawiskar]

Hi Sushmita,

So possibly because the Priority is already populated

when you try to set the Impact and Urgency are those set correctly from mobile app?

When Impact and Urgency is changed it will check the lookup and set the value again

Regards
Ankur