How to use priority matrix on Requests

[Christine24]

We have a team that needs to track impact/urgency on requests. I was creating a catalog item but there is no option to "Map to Field" like there is for a record producer; additionally, I do not want to expose the impact/urgency on SCTASKs. With that being said, how would I use the Priority Matrix we have for Incidents on our Requests?

[Michael Fry1]

Short answer - you don't. Incidents are very different that Requests. Incidents are about speed to resolve and restore the issue. Requests use a pre-defined fulfillment process for delivery. There could be approvals that would add to the process. 

[Christine24]

I understand that, but we have a requirement where we do want to use that over SLAs. Our B.A.s get requests to research potential bugs that come in and need to be able to prioritize those.

[Michael Fry1]

Impact & Urgency fields should exist on requests/requested item tables. You can add those variables in your catalog item and as you found out, we don't have map to field on catalog item, so in your workflow after Begin, you can use a Run Script to push values from the variables to the fields. 

If you exposed those fields only to your BAs, you would need to create a new Data Lookup Definition using the same lookup values for Incident https://docs.servicenow.com/bundle/newyork-it-service-management/page/product/service-catalog-manage...

[Christine24]

Will it automatically calculate the priority if I push to those fields like it does for Inc or is there anything else I will need to do?