How to Auto set the priority of incident

[Pari_Neetu]

How to auto-set the priority of the incident, when an incident is created through the inbound mail address of the particular assignment group to p3. How to set using business rules. Could you help here.

[Mehta]

Create a on before business rule, which will run when assignment group is "your assignment group". this business rule should run on insert and update. On Advance tab you can use the below given script : 

current.urgency = "2";
current.impact = "2"; 

This will automatically change the priority to 3 , the above values are as per default priority matrix defined. Priority is calculated on impact and urgency therefore depending on the value of impact and urgency the value of priority changes.

[Pari_Neetu]

Thank you @Mehta 

[Mehta · Accepted solution]

Hi @Pari_Neetu, 

If i was able to answer your query, can you mark the answer correct or helpful