Priority mapping issue in service portal
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10-24-2024 05:01 AM
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
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10-24-2024 08:18 AM
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.
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10-25-2024 07:21 AM
Hi @debendudas ,
Thank you for your response, i will check mentioned points
thankyou