Create different choices fields Impact and Urgency in Incident table and diferrent Priority matrix

[MariaCRubinger]

I'm developing a catalog for a client, and our record producers have specified Impact and Urgency variables in the Incidents table. I have an instance for several clients and many rules are transversal.

These variables already exist in the Incidents table, but the client requested more options than the default ones (Low, Medium, and High).
These are:
Impact: Minor, Moderate, Significant, Extensive

Urgency: Low, Medium, High, Critical

Furthermore, the client requests a priority matrix different from the one that comes by default in Data Lookup Definitions.

I created the variables in the Record Producer within a variable set, where I have u_impact, u_urgency, and u_priority. I created a Client Script onSubmit catalog with priority matrix rules to populate the u_priority field according to that in u_impact and u_urgency. However, when I tried to create a Business Rule to populate the Priority field with the value that was defined in the portal, u_priority didn't work and the default Data Lookup Priority rule ran.

ServiceNow had said in a product presentation that it was possible to have an impact and urgency matrix by domain, but I wasn't able to do it.

[Rafael Batistot]

Hi @MariaCRubinger 

May you try to create a custom data lookup to insert this new values 

See the reference:

https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/field-administ...

[kaushal_snow]

Hi @MariaCRubinger ,

You can override the default Low, Medium, High choices by adding your new choice values (Minor, Moderate, Significant, Extensive for Impact; Low, Medium, High, Critical for Urgency) in the Incident table dictionary, then disable or replace the oob priority data lookup UI policy, and build a custom Priority Data Lookup (or custom lookup table extending dl_matcher) that maps your new Impact to Urgency combinations to the desired Priority values so that your Business Rule or Data Lookup definition flows take precedence over the default....

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