Priority not updating correctly as per Priority and Data lookup rules in Problem form

[G Balaji]

HI,

I'm working on customizing problem management module. I have defined the priority lookup table that's working exactly as per definition in incident form but not on the problem form. I have checked data lookup rules as well. Everything seems to be perfect.

What is the reason for priority field not working as defined in Priroity and data lookup rules in Problem module while it's working perfectly as expected in incident module.

I referred to the following doc and I have configured my instance according to the setting mentioned here.

https://docs.servicenow.com/bundle/kingston-it-service-management/page/product/problem-management/concept/prioritise-problems.html

Thanks

[palmen]

Is it changing the values at all, or does it set the wrong value?

[PeterWiles]

Hi,

Some things to check:

• Make sure you don't have any other UI policy/Client script running agianst the priority field.
• On the data lookup definition, check the check boxes for "Run on form change/insert/update" and make sure these match the expected outcome.
• On the Setter definition, what have you got "Always Replace" as?

Pete

[palmen]

Have you specified the Data Lookup Definitions?
They are found here Data Policy -> Data Lookup Definitions. You might need to modify something for the definition for Problem Table.

[G Balaji]

I don't see any definition for the Problem table. Do I have to create one? Because I already have Priority Lookup and Data lookup rules. 

What am I missing here?