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

[Coleton]

I just tried this on my developer instance and it worked fine. On Insert, set those two fields in order to get Priority to update to High.

Here's a GIF of it working.

[SudhirOjha]

please confirm if your priority lookup matrix is created and data lookup is also set like this.

[Coleton]

It's a personal dev instance so my PDL's are all OOTB. My Business rule is on the incident table and adheres to the matrix defined in the Priority Lookup for the Incident table. If you look at Row #2 in your PDL, you'll see that it says:

Impact = High | Urgency = Medium | Priority = High

If your Business Rule is setting the Impact and Urgency, the Priority will default to High, which is your goal in this question.

[SudhirOjha]

correct- but when i open the ticket before - the ticket is opened as low low and priority lookup matirx make it low and business rule never runs after that.

if i disable data lookup- then business rule runs

[Coleton]

Here is an already existing ticket getting updated by the BR (when updated).

If you're trying to update records that have already been inserted, check the 'update' select box on the business rule so that it effects them when being updated to a group that matches the BR's condition.