Strange priority values are set on request item

[Souvick6917]

Hello Team,

I am facing a strange situation where priority values as 6,8, 10 are set on requested item. These changes are done manually by user as checked on the work note section. But the strange part is these values are not available on the choice list. It is difficult to reproduce as these values don't exist anymore on the priority dropdown.

Please help to debug this issue and let me know if anyone faced similar kind of issue.

Regards

Souvick

[Nick Parsons]

Hi

Are the users setting the priority to these invalid values on creation of the RITM (ie: on insert) or is it being set after creation (ie: via an update), or both?

You also said:

It is difficult to reproduce as these values don't exist anymore on the priority dropdown.

---

Are you saying that the invalid values (6, 8, 10) used to exist in the priority dropdown? If so, are you sure you're not looking at old RITMs that were updated when these values (6, 8, 10) did exist? Also, how did you remove the dropdown values if they were previously there (ie: did you inactivate them, delete them, etc?)

[Souvick6917]

Hi Nick

The problem is that these values are only available for very few RITMS like total 4 in number.

> User changed them manually as noted on work notes

> These values are not available on choice list and there is no sign of them

> On existing RITMs where we have these values , strangely they are blue in color and not in usual black in color.

[Nick Parsons]

Two things come to mind that it might be:

• Filters set when the user creates a new record. If the user has RITM list view open and has modified the filter to be Priority = 6 (for example), when they click the [New] button the priority field will auto-populate with this invalid value:
  
  
  This will only impact records when they're created. The priority can't be changed like this for existing records. It can only be set to an invalid value upon creation. Also, setting the filter to Priority = 6 requires manipulation of the URL (as = isn't a valid operator for a choice list field like Priority), but this invalid URL may be set if you have a navigation module that applies a filter when opening your RITM list view.
• The more likely case is that you have a script somewhere that's setting the invalid priority value. I suggest you do a global script search for code that looks things like the following:
  • .priority =
  • .priority=
  • .setValue("priority",
  • .setValue('priority',
  • etc, all variants that you can think of that may be updating your priority field.
    You can perhaps start looking at specific scripts on RITM such as Business Rules, UI Actions, Workflow/Flows or Widgets that you know update RITMs in some way. Then expand to looking at scripts that update Tasks, and then lastly, perform a global script search.