Incident task priority to be inherited from the incident

[clivebushell]

Hi,

How do I ensure that when you open and create a new Incident Task from an Incident ticket, that it inherits the priority from the Incident ticket?

Many thanks

[clivebushell]

Hi Dave,

Thanks for taking the time to reply

How would I do the dot-walk?

Kind regards

Clive

[clivebushell]

Hi Dave,

Sorry just remembered what dot-walking is, and that's a great idea and does in fact do the job and what I require, thank you so much

Many thanks

Clive

[anurag92]

An insert BR on Incident Task table, with action as: current.priority = current.parent.priority;

[johnolivermendo]

Hey Clive,

Anurag is correct in that you need to set the script as "current.priority = current.parent.priority;", but you also need to make sure that the parent field is filled out before submitting your new incident_task record. You can either make that field 'mandatory' or create a UI policy/client script (kind of overkill for this use case) to prevent a user from submitting the form without filling out the parent field. Here's a quick way to set the field to mandatory:

Parent is the correct name of the reference field that links your incident_task record to your incident record. A quick way to find out the field name is by right clicking the field on the form and seeing the value as shown below:

On that same picture you can click 'Configure Dictionary' to view the dictionary definition of that field and set the mandatory flag to true.

A little more breakdown on what "current.parent.priority" does:

current - your current record (in this case it is your incident_task record that you are about to create)

parent - the field on your incident_task form that references the incident record

priority - the field in your incident form that contains the priority value you are trying to copy

That powerful ability to instantly access a referenced record's field in the code is called 'dot walking'. Here's a helpful doc for that: Dot-Walking - ServiceNow Wiki

Also make sure that your business rule runs before insert so that your priority field from Incident gets copied over before the record is inserted into the database.

[clivebushell]

Hi John Oliver

Many thanks for your reply

Sadly the Incident task is still not picking up the Incidents priority

I can confirm that the priority field on the Incident ticket is mandatory, it runs off the impact and Urgency matrix.

Any other ideas?

Many thanks

Clive