Re: Problem Priority not updating when impact and ...

Dr Atul G- LNG · ‎02-11-2026

Is it working for other combinations as shown in the screenshot, or is nothing working at all? Did you check the matcher table?

Also, please verify whether the data lookup is functioning correctly.

https://INSTANCENMAE.service-now.com/now/nav/ui/classic/params/target/dl_definition_list.do%3Fsyspar...

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Regards
Dr Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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Menalik · ‎02-11-2026

The matrix works on the Incident table just fine. All settings in Data Lookup Definitions looks in order.

Dr Atul G- LNG · ‎02-11-2026

Wired, might be cache issue then. Try cache.do , if still not work log a case to now support.

****************************************************************************************
Regards
Dr Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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View solution in original post

Menalik · ‎02-11-2026

The cache.do did not resolve the issue. I will open a support ticket.

Thanks!

View solution in original post

SonalKhosla · ‎04-24-2026

Any luck with this issue? We are facing the same. It's working on Incident as expected but not calculating priority in Problem.