Urgency auto populate on Problem

[shabbir9]

Hi Team

on problem module if user selects the configuration item from configuration item field we need to auto populate "urgency" we have the field called business criticality ( choice field )field on configuration item table that field have the values "low" "medium' "high' i have to map this field values to problem urgency field based on configuration item can anyone help me in the script

[Mark Manders]

Are you doing this through flow or through script? If it is a script, you can just use 'if / els if / else' to map the fields. If business criticality is high, set urgency to high, etc.

[Ankur Bawiskar]

@shabbir9 

what help is required for this?

If this is required on client side then use onChange client script and use IF else

If this is required on server side you can use either BR or flow designer

where are you stuck?

[Runjay Patel]

Hi @shabbir9 ,

Are you looking this functionality at form level meaning changing configuration item should set the urgency or just you want to set it from backend?

If from backend then you can write Business rule like below

Do dot walking of Configuration item. Business Critical .

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

-------------------------------------------------------------------------