How do I change the priority, for a service catalog item request, when filling out the form?

[Jeff Crais]

I'm trying to figure out how to change the priority field in a request record, when filling out a service catalog item? I know it's possible, just not sure how to go about it.

I want to be able to allow our customers to set the priority based upon when they need the request done by.

Thanks

[Pranav Bhagat]

Hi Jeff

priority is combination of impact and urgency so its better to let user select impact and urgency rather than priority directly.

You can create variables of impact/urgency in catalog item and when user selects them it will set the priority also.

Regards

Pranav

[Jeff Crais]

How do I set that up? for a catalog item?

[Pranav Bhagat]

Create 2 variables impact and urgency and make sure the name is also same.You will also find Map to the field option on top set to the corresponding fields.

Check this also

https://community.servicenow.com/community?id=community_question&sys_id=fe0774b8dbe7e700f21f5583ca96197e

Regards

Pranav

[Willem]

Hi Jeff,

If the customer wants to let you know how Urgent it is, you should let them set Urgency. This is what ServiceNow uses on their Create Incident Record producer:

Impact is assessed by experts in the back end. Impact and Urgency make the Priority.

Some things can be very urgent, but have a low impact. That will result in lower priority.

Why is it you want the customer decide the priority? Then it will be always the highest?