Priority not showing correctly

[Pravitha]

As per ServiceNow, if the Impact is set as '3- Low' and Urgency as '1- High', the priority should be autopopulated by '3- Moderate'.

PFB the screenshot of the same :

But, after applying the template, the Impact and Urgency, be the same, the priority is showing as '4- Low', which is incorrect.

PFB the screenshot of the same :

This happens when I'm trying to create a new call, never tried after submitting the call.

I have tried after submitting the call, then the priority is showing as expected.

Is this the behavior of ServiceNow ?

Can anybody guess why this is happening ?

[Vipin Murugesan]

Hi Pravitha,

Can you check how priority look up is set up for you?

PS: Hit like, Helpful or Correct depending on the impact of the response

[Pravitha]

We are using a business rule to auto-populate the Priority using the Impact and Urgency.

[Shane J]

if you manually change Impact or Urgency after applying the template, does the Priority change as expected?  

If it does, I'd say there is an issue with the order things run, and as a workaround, you set the Priority in the Template as well (if you already know the Impact and Urgency, I'm not sure I see the harm in doing so).

[Pravitha]

Yes, I have changed Impact and Urgency manually after applying the template, it is working as expected.

I have also tried after submitting the call when the template is applied, then the priority is showing correctly.

We can't set the priority in the template, because the priority will be auto-populated after setting the Urgency and Impact.