Priority data lookup rules are not working on problem table.

[Thankful12]

Hello,

The priority data lookup rules is not working on the problem table. When the Impact and Urgency are changed, Priority is not updated. It works fine on the incident table but not on the problem table.

I checked the tables and saw didn't have a problem priority lookup table and I created one, along with a data lookup definition. But it still isn't calculating the priority on the problem form.

[Ravi Chandra_K]

Hello @Thankful12 

Greetings!

It is know issue.

refer support article:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0792334#:~:text=Cause,no%20da....

please mark the answer as correct and helpful based on Impact.

Kind Regards,

Ravi Chandra

[Thankful12]

Thank you,

However I do have a question. What is meant by there is no data on the table? How can I add data to the table to let the priority field work.

[Ravi Chandra_K]

Hello @Thankful12 

I believe the data will come default with Instance. The support article mentions about xml but it's missing. 

You can try to get the data with PDI Instance. or create Hi ticket, they will provide the xml you're looking for.

refer:

https://docs.servicenow.com/bundle/utah-it-service-management/page/product/problem-management/concep...

please mark the answer as correct and helpful based on Impact.

Kind Regards,

Ravi Chandra

[Ravi Chandra_K]

Hello @Thankful12 

Greetings!

Any feedback on my reply? were you able to do this?

Help others to find a correct solution by marking the appropriate response as correct answer and helpful!!

Kind Regards,

Ravi Chandra.