Set Priority based on another field

shonamac · ‎02-25-2016

Hi,

I'm trying to set up a rule that if a user selects a specific category the priority will be set at a specific value. E.g Subcategory = Phishing Email, Priority = 2 - High

I think what I need to do is create a custom data lookup table & definition record and then a client script

Am I going about this the right way, or am I wrong and there's a better way to do this?

Thanks

Shona

Community Alums · ‎02-25-2016

Try this client script:

Table: Incident

Type: OnChange

Field Name: subcategory

Script:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

     if (isLoading || newValue == '') {

           return;

     }



   if(newValue == 'antivirus') {

   g_form.setValue('impact', 1);

   g_form.setValue('urgency', 1);

   }

     

}

I just tested this on my dev instance, and it works as expected (sets priority to Critical). Obviously, you would need to modify for your proper subcategory value and impact/urgency values.

Hope that helps!

Cheers,

Tim

View solution in original post

Mike Allen · ‎02-25-2016

You could have an onChange client script that says:

onChange subcategory

if(newValue == 'Phishing Email'){

g_form.setValue('priority', 2);

}

Namrata Makasa1 · ‎02-25-2016

hey,

you can create a custom lookup table if you need

hope the following thread helps:

Data Lookup and Record Matching Support - ServiceNow Wiki

shonamac · ‎02-25-2016

Hey Namrata,

That was the avenue I was originally going down, but it seemed quite convoluted for what I was trying to do (also I'm unable to add any setter field definitions - which is weird)

Mike, I'm trying out your suggestion but not getting anywhere fast so will persevere longer

Community Alums · ‎02-25-2016

Are you utilizing (as in, you haven't disabled the functionality) the out-of-box data lookup on the priority field?

I'm wondering if using a client script to change the priority field value will not make a difference given the priority field is read only and the value is driven by the impact/urgency field values. Maybe try changing the impact/urgency fields instead, which will in turn drive the priority field value.