Unable to find newly added Impact and Urgency choices under Priority Data Lookups > New

SaiPrashanY
Kilo Contributor

yesterday

1.  I have created my own table (Application) "xyz" by extending Incident table

2.  Navigated to my application "xyz" > clicked new - which loaded the extended Incident form

     2.1 Using Form Layout, I have deleted few columns and added few new

     2.2 Under Impact and Urgency fields, I have added new choice as " 4 - Very High"

     2.3 Similarly, Under Priority - I have added new choice as "6 - Very Critical"

3. Under "dl_u_priority_list.do" or Priority Data Lookups" was trying to configure new mapping for the New Choices by clicking "New" button but unable to find my new entries for Impact, Urgency and Priority to create a new mapping so that once you select Impact & Urgency = "Very High" then Priority = "Very Critical".

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Connectmustaq
Giga Guru

9 hours ago

Hi @SaiPrashanY ,

 

In ServiceNow, the Priority Data Lookup feature uses a Reference Table to map combinations of Impact and Urgency to Priority. When you extend a table (like your custom "xyz" table extending Incident) and add new options to Impact, Urgency, and Priority, these new choices are stored in choice list (or option) records.

Reason why it is not available: The Priority Data Lookup uses a specific reference table that is populated automatically when you create choices via the Impact, Urgency, Priority dictionary choices. When you manually add new choices via Form Layout or Choice List, these are not automatically added to the lookup mapping table used by Data Lookup. Hence, your new impact/urgency choices do not show up.

To Fix this:    Add the new Impact, Urgency, and Priority options through the Choice List management: Navigate to :All>system Defination> choice Lists. Find the Impact, Urgency, and Priority choices for your custom table "xyz". Ensure that you add the new options ("4 - Very High" under Impact and Urgency, "6 - Very Critical" under Priority) here.

Edit the choice records directly:

           

  • Locate each choice record:

  • Impact: for your "xyz" table

  • Urgency: for your "xyz" table

  • Priority: for your "xyz" table

  • When adding the options here, they become available system-wide and will be available for lookup configuration.

     

     

    Configure Data Lookup after adding choices:

    • After confirming the new choices are in the Choice Lists, you can:

      • Return to your Priority Data Lookup configuration (dl_u_priority_list.do)

      • Click New for the mapping.

      • Now, your new impact/urgency choices should appear in the dropdown lists.

      • Create the mapping for "Very High" Impact & Urgency to "Very Critical" Priority.

 

  • Adding choices via Form Layout or manually on the form** does not automatically update the lookup mappings.

  • Use the System Definition > Choice Lists to add/update Impact, Urgency, and Priority options.

  • The Data Lookup mappings will only recognize options created in Choice List records.

 

If it is helpful, please hit the thumbs-up button and accept the correct solution by referring to this solution in the future. It will be helpful to them.

 

Thanks & Regards,

Mohammed Mustaq Shaik

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