Priority in the request is not adhering to the matrix

[Khalil Yuen]

Hi there,

I have a problem that the Priority is not auto-update based on the Impact and Urgency. I've created a new Data Lookup Definition for the service request, and the Matcher Table is followed by the Priority Data Lookup [dl_u_priority], which this table works functionally on Incident SLA.

Has anyone encountered a similar issue before or can provide advice on this matter?

Thank you!

 

  

[saicharan3 · Accepted solution]

Hi @Khalil Yuen 

You Have to set the setter Field definition Always Replace "True"

It will work as expected

[Khalil Yuen]

Hi @saicharan3 ,

Its works. Thanks a lot!

[Prathamesh G]

Hello @Khalil Yuen ,

Please set the setter Field definition Always Replace to 'True'. By making this change, the Priority will auto-update based on the Impact and Urgency.

If the above solution resolve your issue, Please mark the solution as 'Accepted Solution' And also mark it as 'Helpful'.

Thank you!

Prathamesh.