how to delete a priority from Incident and Problem

[kgirishshenoy]

Hi,

I see SN has 5 priorities, We would like to only use 4. I would like to delete Priority - 5, I could not find it from the documentation. Appreciate any help in this regard. I would like to remove Priority 5 from both Incident and Problem management.

[Pradeep Sharma]

Hello Girish,

Right-click the field and select Configure Choices.

Customizing Choice Lists - ServiceNow Wiki

If it is coming up as a default value of 5 on new incidents, there are really only two places it can be happening.

1. The dictionary entry. Check the default value field. NOTE: this is likely the default value for TASK priority (note the table).Check and see if there is an entry in the dictionary override related list for the incident table. There may be a different default value being set there that is specific to the incident table.
2. The priority lookup rules. It sounds like you already checked that, but make sure your setter values don't include the 5 value.

Dictionary Overrides - ServiceNow Wiki

Data Lookup and Record Matching Support - ServiceNow Wiki

[kgirishshenoy]

Thank You

[Asma4]

Hi Pradeep,

After following above steps I am able to deactivate Priority 5 on my instance but not on portal? please advice.