Priority mapping issue in service portal

[sanathk]

Hello Community ,

I have this issue

I have created a record producer on incident table, when the record created from service portal using the record producer, the priority is not getting updated by using priority lookup rules. I have given correct field mappings, impact and urgency fields from the portal 

As example

I am creating a record with impact as high and urgency as high, issue is priority remains low when the ticket is checked from the table

please, provide the solution for this.

Thanks & regards,

Santh K

[debendudas]

Hi @sanathk ,

Please check the configuration of the below items:

1. Field mappings of Impact and Urgency. Check if the option values are same.

2. Check the Data Lookup Definitions of Priority Lookup of Incident table and dl_u_priority table if everything is configured properly or not.

3. Make sure there are no business rule present which is aborting the action.

[sanathk]

Hi @debendudas ,
Thank you for your response, i will check mentioned points

thankyou