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09-05-2014 06:35 AM
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?
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09-05-2014 07:07 AM
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.
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09-05-2014 06:40 AM
I believe that out of the box, the Priority is set to be calculated from Impact and Urgency, so this is why it might be read only.
Also, check the view. The rules are different when you look at an incident in [self service] view than when in [default] view, etc.
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09-05-2014 06:45 AM
The script could have issues and is setting to a value which does not exist in the choice values of priority and the field is readonly. Is this feature customized on your end ?
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09-05-2014 06:54 AM
Hi All, Thanks for the suggestion. However, its is out of the box functionality. I understand that the priority gets selected due to the Impact and urgency calculation, which explains why it has been supplied.
However, the field is not read only. You would be able to change the priority, you would be able to change it but it doesn't get changed and comes back to Priority 5 again. I have tried to set the display value to 3 if this is self service ticket. However, it doesn't get changed in the list view, when you view the incident in all the open incidents.
Let me know if you like more explanation?
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09-05-2014 06:57 AM
Maybe a global business rule setting it somewhere? I would check business rules on the incident table and verify if one of them is setting the priority.
