Priority override

[KirstinR]

We are very new at using the ServiceNow HR module.     Our priority field is automatically populated according to the priority lookups.   We would like to override the lookups from time to time when HR calls to rush a case.     Currently when we receive a call from HR, our CSR will update the priority and click "update" to place the case back into a group to be processed.   When another CSR picks the case to process it, the priority automatically reverts back to what's on the data lookup table.   Would it work to create a business rule that states if priority = 0 then ignore the priority lookup table?   If so, what are your scripting suggestions?

[Michael Fry1]

Did you create lookup rules for HR Case priority, don't think it comes out of the box, hence the reason I'm asking. If yes, what's the criteria for changing Priority? Maybe include screen shot of lookup rule.

[KirstinR]

We did create a Data Lookup Definition.

The Matcher Field Definitions include exact lookup match for: Category, Subcategory and Sucategory2

The Setter Field Definition is for priority

Is this what you are referring to?

[Michael Fry1]

If you created you own lookup rules, review Kalaiarasan's screen shot of what should be unchecked and check against what you created.

[KirstinR]

"Always replace" is checked.     I did uncheck it and performed some tests.   I found that when I created a new case the priority does not automatically populate according to the priority lookup.     Is there something else I need to do so that the priority field automatically populates on new cases?