no default on impact and urgency

[kirst]

Hi

I would like to remove the default P4 when incidents are logged by the service Desk team as they are not always changing this to the correct impact and urgency. Can this be done?

[simonbergstedt]

If you remove the default value (and allow none) while making it mandatory then you will force the servicedesk team to set them before being able to register an incident

[kirst]

Hi Simon  Could you send me a screen shot of what impact and urgency should look like in edit on From Design please. I have tried several combinations of what you suggest but I get and error message "Unparseable number"

[simonbergstedt · Accepted solution]

palmen already posted it above so you can look at that. I also have the same reservation regarding the potential impact and that it would best to solve it in some other way, like people actually doing what they are supposed to do which is to think about the impact and urgency despite it having a default value. But since servicenow is easier to change than people I get why you want to do it 🙂

That said to lessen the impact of it you could use Dictionary overrides so that the mandatory and default value (none that is) is only for the incident table and all other tables that extends the task-table.

https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/data-dictionary-tables/task/t_DefineADictionaryOverride.html

[scott barnard1]

To look at forcing a change to those fields we need to understand how your agents work.

Are they sat in a list view just bulk updating assignment groups, do they go into the form record etc

Also it may be the correct value and they have considered it and it doesn't need to change.

Before you go down the script route just need to be clear on the use case

regards