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]

The lookup rules control what gets set in the Priority field. The Priority field should be read only, as it's set based on the rules. However, your attempting to change the Priority without changing the fields that determine the Priority, which isn't how lookup rules work. Your supposed to change one of the fields that determines priority however in this case, your setting priority based on Category, Subcat, & Subcat 2.

So can we find a solution here? Maybe the lookup rules just run on Insert, and then you are free to change the Priority.

[Kalaiarasan Pus]

Can you check this setting of your rule? It should not be true.

[Michael Fry1]

That's only for Incidents. Kirstin is talking about HR Case.

[Kalaiarasan Pus]

But we can create such rules for other tables also? Can't we?

[Michael Fry1]

of course!