Unable to change the impact field on the incident form

[mirza_saquib]

Hi Experts,

As I am trying to change the impact value as "1" on Incident form by hardcode in the sub flow create task field, but every time it is populating with "2". Help me to find the issue why it is not changing.

Thanks & Regards

Mirza Saquib Beg

[maroon_byte]

There could be a business rule which is over-writing your impact value. Check the history of the incident to confirm if your value is getting set and is changed.

Regards,

Sharad

[mirza_saquib]

Hi @maroon_byte ,

See what is happening is the sub flow attached with Alert Management Rule, value for Impact and Urgency is hardcoded, and it is working fine for some CIs, but there are also some CIs for which Impact and sometime urgency get changed. In flow execution it is showing that the hardcoded value is passed but when incident created value get changed.

Thanks & Regards

Mirza Saquib Beg

[maroon_byte]

It could be CI related as well. Can be few hidden factors that applies that impact to your incident ticket. Its hard to troubleshoot from here. I would suggest to create an issue ticket with SN support and they would be able to identify which object is changing the impact field.

Regards,

Sharad