Incident Task's Priority calculation based on Impact and Urgency

madhuv
Tera Contributor

yesterday

Hi Forum,

 

We have noticed that Incident Task's priority is not changing when we change the impact and urgency. We even verified the same in OTB (PDI) instance as well. Is it an expected behavior? . If we need to change priority on basis of Impact & urgency (probably as per the configuration in Priority Data Look up rules), what is the better way to handle without customization? 

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Chavan AP
Kilo Sage

22 hours ago

 

Hi @madhuv ,

this is the expected behavior for Incident Tasks. Unlike parent Incidents, Incident Tasks don’t automatically inherit priority calculation from Impact/Urgency.

 

Priority Data Lookup Rules are usually set up for the Incident table only.

 

To get around this, you can create a Business Rule on the Incident Task table. This rule will trigger whenever Impact or Urgency changes, and then it will calculate the priority using the same logic as incidents.

 

 

 

 

 

Glad I could help! If this solved your issue, please mark it as ✅ Helpful and ✅ Accept as Solution so others can benefit too.*****Chavan A.P. | Technical Architect | Certified Professional*****
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