Not able to change priority value from incident form, while the incident is raised from ESS

[sharmavikrant]

While we raise the incident through ESS and if we chose the Impact as 2 or 3. The Priority value is set to which is not even in the Choice list of Priority field.

Once it has been set, the value cannot be changed to anyother value.

Could anyone suggest why it is happening?

[williamsun]

Not sure how it is for you, but the business rule is on the incident table and should only trigger when the impact or urgency changes.

What you can try to do is deactivate this business rule (Force Priority Calc)

[User140988 · Accepted solution]

Hi Vikrant,

OOB this is a data lookup definition and a UI policy combination which works.

Please refer to http://wiki.servicenow.com/index.php?title=Incident_Management#Prioritization_of_Incidents

For this specific case, the mappings are all defined in the table dl_u_priority and you can verify your settings there and change if necessary.

Hope this helps.