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,

If you use template, if you can choose priority directly,

traverse to sys_template.list and set the criteria you need for the ticket.

PFB screen shot for your reference.

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

[Pravitha]

Hi Vipin,

Yes, setting the priority while creating a template is fine. Through that we can set the priority as our wish.

Here, we are setting only 'Urgency' & 'Impact', according to that, priority should auto-populate.

I have created a template by setting the 'Impact as 3' & 'Urgency as 1'. Then, the 'Priority' should come '3- Moderate' after applying the template.

But, after submitting the call, the priority is showing correctly as '3- moderate'.

[Vipin Murugesan]

Pravitha,

Can you confirm if your template configuration works fine ?

if not can you let me know is that on OOB incident table or any other table which is extended from Task table?

[Vishal Khandve]

Hi Pravitha,

try the following:

var glide = new GlideRecord('incident');

glide.addQuery('contact_type','phone');

glide.query();

if(glide.Next()){

if(current.priority == 'critical'){

  current.impact=1;

  current.urgency=1;

}

else if(current.priority == 'high')

{

current.impact=1;

  current.urgency=2;

}

}

hope this work for you.

Thank you,

Vishu

[Pravitha]

Thank you for the input Vishu