How can I set default priority when creating incident record

Sam Taulelei · ‎06-12-2019

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 · ‎06-12-2019

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.

View solution in original post

Sanjay Bagri1 · ‎06-12-2019

Hi ,

Here priority we can not fix without the impact & urgency ,

Based on the Impact and Urgency only we can set the priority so need to set the impact and urgency then priority will display auto populate.

For this one you can do by the Priority lookup table . that will be a good. It is standard process to set the priority.

So you need to change the priority lookup table values based on the your requirement and set the priority in priority fields.

If my suggestion is helping you , mark as correct and also helpful .

Thanks

Sanjay Bagri

Dxsherpa.com

Yuvaraj T · ‎05-24-2021

Hi All,

i have changed the urgency default value by using above said method. I am getting the urgency value what i recently set as default. but the priority is not changed and still showing old value(5 - planning) though impact = 3 and urgency = 2 , priority should be 4-Low. But priority is not changing.

Can anyone help me to get the right priority?