Unable to Set 'Urgency' via API – Defaults to System Value

[PraffulNikam]

Hi Community,

I’m working on an external integration where incidents are created in ServiceNow through an API call. The payload includes both impact and urgency values, like so:

json

{ "short_description": "Incident via API", "description": "Urgency and impact should be set correctly", "impact": "1", "urgency": "3", "state": "New" }

The impact value is correctly reflected in the created incident, but the urgency field always defaults to the system’s configured default (e.g., "2 - Medium")—regardless of the value sent in the payload.

What I’ve tried so far:

• Removed the default value on the urgency field

• Confirmed there are no Business Rules or ACLs blocking updates

• Sent the payload both as numeric and string values

• Ensured the field is active and visible on the form

Still, the urgency always falls back to the default value and doesn’t accept the payload input.

Has anyone encountered this behavior? Is there a workaround or configuration setting I might be missing to allow the urgency field to accept values from API input?

Thanks in advance!

[Ankur Bawiskar]

@PraffulNikam 

it worked fine for me and I was able to set Impact, Urgency via Table API.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[PraffulNikam]

Hey @Ankur Bawiskar,
Can you try with the different urgency values, like 1/2, and check?
Is it taking the same value which you are sending from the REST API? 

[Ankur Bawiskar]

@PraffulNikam 

it worked fine for that as well.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[PraffulNikam]

@Ankur Bawiskar 
Not working as suggested