Business Rules Setting Priority of incident default to High if the user is from a group

[SudhirOjha]

HI All,

need to make priority high of any incident created by a set of people/group.

But Data lookup is taking precedence in assigning the priority over business rule.

Any idea how this can be implemented using business rule or any other method to do this?

Thanks

Sudhir

[SanjivMeher]

Hmmm...Not sure whats going on. Can you deactivate the priority lookup and run it again. If still doesnt work, then there is a problem with the Business rule

[SudhirOjha]

i tested on my othr dev instance and it working.

looks some issue with my dev instance.

sorry for inconveneince.

[sachin_namjoshi]

It IS possible to modify values using a business rule, however it must be an AFTER business rule with an order equal to or greater than 1000.

Please create ON AFTER business rule with order greater than 1000 to override priority for particular set of users, groups.

Regards,

Sachin

[Coleton]

Update to my previous suggestion:

Table: Incident

When to Run: On Insert

Filter Conditions: Assignment group = <Specific Group Name> or <Specified Users>

Set Field Values: Impact - To - High, Urgency - To - Medium

You'll have to update the Impact and Urgency to High and Medium, respectively, to achieve this result. This is because the PDL (Priority Data Lookup) combination requires this to be true.

This article will help in determining the Impact/Urgency required for the desired Priority level.

[SudhirOjha]

filter condition is Caller contains User

But this Business rule is not working as data lookup definition take the precendence.