Priority in the request is not adhering to the matrix

Khalil Yuen
Tera Contributor

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!

 

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1 ACCEPTED SOLUTION

saicharan3
Tera Expert

Hi @Khalil Yuen 

 

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

 

It will work as expected

View solution in original post

3 REPLIES 3

saicharan3
Tera Expert

Hi @Khalil Yuen 

 

saicharan3_1-1703837902432.png

 

 

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

 

It will work as expected

Hi @saicharan3 ,

 

Its works. Thanks a lot!

Prathamesh G
Kilo Sage
Kilo Sage

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.