How can I set default priority when creating incident record

[Sam Taulelei]

Hello again

Running London instance.

Have created five SLA definitions: see screenshot attached.

When submitting an incident the default Impact and Urgency settings are set to: 3-Low

This determines Priority as 5-Planning

What I would like to do is to set the default urgency to be set to 2-Medium so that the Priority is set to 4-Low.  Then the team won't have to adjust each new incident to P4 to activate the correct SLA

Thanks

Sam

[Raf1 · Accepted solution]

Hi Sam,

You should be able to set the default value by right clicking on the field as shown and selecting "Configure Dictionary"

Then create a new dictionary override:

Then select incident and then override default value as shown:

Do the same  for the impact field.

[Sam Taulelei]

Thanks again Raf.  Appreciate it.

Sam

[David-Ramirez]

Hi Sam,

The quick answer is that the value is stored in a dictionary override for the priority field in the task table, this is because the priority field in the incident table is derived from the task table.

A more comprehensive answer is that there are two steps to do this:

1. first you would need to make sure that the "Priority Lookup Rules" (Accessible within the "System Policy" Application Menu) are correct for your company, they would define what is the priority value for each combination of Urgency and Impact.

2. then you need to define the default values for "Urgency" and "Impact" fields in the system dictionary, again using dictionary overrides so that you change the default just for the incident table without impacting other task tables like problem, change, etc.

Note: the easiest way to open the dictionary entry for a field is to "right click" the field label, and then click in "configure dictionary"

I hope this helped

[Sam Taulelei]

Thanks to you both for your advice, priority lookup rules were correctly set and I've overridden the default value for Urgency so the default priority is now set to P4.

Love this forum and how quickly people respond with the answers.

Cheers

Sam