Setting Impact and Urgency via REST api using Priority lookup rules
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‎07-23-2023 03:50 AM
Hi all,
I am integrating a third party system with ServiceNow to create incidents.
I am using REST message and using script to achieve this.
I need to set the priority of the incident based on the 3rd party options, but I need to set the impact and urgency which will drive the priority field.
In the response body I get a numeric value, I then need to lookup a list which has the numeric value and a string value which the number translates to, see example below:
1001 : test 1
1002: test 2
1003: test 3
1004: test 4
so basically I need to use the number, get the text (im thinking of storing this list in sys property and using that) and then lookup the priority lookup rules and see what I need to set priority as P3 for example and set the impact and urgency accordingly.
Please advise.

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‎07-23-2023 03:59 AM
Hi there,
Is the priority also unique at that third party? For example, looking at out-of-the-box ServiceNow, priority is not unique. So priority 3 can have different combinations of impact/urgency. How are you going to handle that?
Kind regards,
Mark Roethof
Independent ServiceNow Consultant
10x ServiceNow MVP
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