I have a Record Producer on a portal that creates Incidents, and every other field that I set via script works correctly, except Impact and Urgency. I want to set the Impact and the Urgency and let the system handle the Priority via the Data Lookup Definitions, but it's like my script gets ignored entirely for these two fields and the Impact is always set to "Individual" and the Urgency is always "No Immediate Urgency" on the resulting Incident, no matter what I do.
Is there something in the platform that actively prevents these fields from being set in this way, or what gives?
current.contact_type = 'self-service';
current.short_description = producer.short_description;
current.description = producer.description;
current.urgency = '1';
current.impact = '2';
