Priority not getting updated when impact and urgency are update - no chnages made to OOTB setup

[Sachithananda 1]

[Dr Atul G- LNG]

Surprising—this usually works, even with the plugin installed, as I shared in my previous reply.

[Juhi Poddar]

@Sachithananda 1 

I can see the data in the dl_problem_priority table in the new instance.

[Juhi Poddar]

Hello @Sachithananda 1 

If Priority is not updating when Impact and Urgency change, please check the following:

• Go to the dl_u_priority table and verify the records exist for the Impact–Urgency combinations.

• Go to the dl_definition table and ensure the Matcher fields (Impact, Urgency) and Setter field (Priority) are correctly configured.

These settings control the automatic Priority update.

Hope this helps!

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Thank You
Juhi Poddar

[RohiniS87886285]

Hi @Sachithananda 1 ,

Please check for the Problem Priority Data Looksups.

Go to the dl_problem_priority table to check impact and urgency are correctly mapped adn also check these are active.

Kind Regards,

Rohini Sane