OOB Escalation field on Incident form

[kalpesh9]

Hi all,

I have brought the OOB Escalation field on the incident form, We can see there are 4 dropdown values under that field.

But when I am trying to set any values on that field it is reverting to its original value which is "Normal"

Can anyone please let us know how this field works and how we can set other values?

#Incident Management  @Ankur Bawiskar  @Pradeep Sharma 

[Sai Kumar B]

Hello @kalpesh9 

The default value in the Escalation dictionary record might be overriding the value you're setting. Also, the escalation field must be a read-only field. Have you made changes to it? 

If I could help you with my response you can mark it as helpful and correct as it benefits future viewers
Thanks,
Sai Kumar B
Community Rising Star 2023 & 2022

[kalpesh9]

Hello @Sai Kumar B 

Thanks for responding.

Yes, I have made changes to the field, unchecked read-only checkbox, and also removed the default value.

It is still set value as "normal".

Thanks,

Kalpesh

[Jaspal Singh]

Hi Kalpesh,

Can you check if there is a Dictionary Override for the Incident table for Escalation field.

[kalpesh9]

Hello @Jaspal Singh ,

I have checked there is no dictionary override for incident table.

Thanks,

Kalpesh