How to set the Impact,Urgency field values base on Service,Category & Sub Category

[Rajamouly]

HI All,

I have a requirement to autopopulate the Impact & Urgency field values based on Service (Reference field), Category (choice field) & Sub Category (choice field) on Incident Module.

Is it best practice to autopopulate Impact & Urgency based on Service select-- Any thoughts?

Can anyone assist me on this?

[Musab Rasheed]

Glad it is working but since it is based on three fields you have to stick with same setup, I suggest you do this on 100s or 50s basis or even create record producer so that whoever is responsible for maintaining this will simply create entry in that custom table rather than you or other developers doing this.

You can create fields in record producer and create records in custom table which in turn will sync with Data look up, I guess this is the easiest solution.

[Rajamouly]

We can't create record producer on custom table, it is not inherited from task table.

[Musab Rasheed]

Then stick with creating records manually then or you can create catalog item and through workflow script you can insert in custom table through which it will sync with data definition.

[Rajamouly]

Can you please share the workflow script, so that I will start work on PDI and let you know how it is progress?

[Musab Rasheed]

Here is the example

https://www.servicenow.com/community/developer-forum/create-incident-via-workflow/m-p/1999946#:~:tex...

See, script should be simple but make sure follow this order.

Create catalog items with variables similar to that of custom table fields.

Once RITM is created , Run script to create records in custom table.

Once records are created, sync with Data look up definition