How can we restrict users to create P1 and P2 incident , We want only service desk should have ability to create P1 and P2 tickets

[Pradeep Juyal]

How can we restrict users to create P1 and P2 incident with less complexity , We want only service desk should have ability to create P1 and P2 tickets

[Dan O Connor]

Priority is a combination of Impact and Urgency. So this kind of depends how your instance or environment is configured, but if you only asks your end users to provide the Urgency, this means your ServiceDesk need to append the impact.

This means the Priority (P1,P2 etc) is kept for your ServiceDesk team once they append the Impact on the incident. 

[robpickering]

This.  The easiest, most supported, way to do this is just limit the choices of Impact and Urgency on the Record Producer itself.

Most folks choose to remove Urgency, as users will ALWAYS select High.

Impact itself can be well-defined as:

* Low:  Just affects me

* Medium:  Affects my team

* High:  Affects multiple teams

Here's how it works:

https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/incident-management/task/def-prio-lookup-rules.html

[Chandra Sekhar6]

One way is to remove impact and urgency fields on record producer and any incident created through portal should set priority automatically as P3 or something else.

Later SD team will review the incident and change the impact and urgency based on the complexity of incident

[Raghu Ram Y]

Hi @Pradeep Juyal ,

Create On Display Business Rule on the Incident table and check whether the loggedIn User is a member of Service Desk group or not.

g_scratchpad.checkGrp= gs.getUser().isMemberOf('Service Desk group Name');

Then Create OnChange ClientScript on Priority field

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
      if (isLoading || newValue == '') {
      return;
  }

  if((newValue == '1' || newValue == '2') && !(g_scratchpad.checkGrp))
  {
  alert('Priority 1/2 incidents can only be raised by a member of the Service Desk');
  return false;
  }
}