Problem Data Lookup Rules

[Joyce W]

Custom Priority lookup rules for Problem Table on Istanbul did not work despite multiple attempts .

I want to set Priority level similar to how Incident Table data look up rule is set

The OOB in Jakarta has the set below.

I don't understand how Choice field is set to Category and still works out of box but not when I custom my own.

when I try to copy this setup for Istanbul instance, I get the choice list under categories which is not what I want

I tried to add my own list on custom data lookup table. That did not work either

It looks like a lot of folks have gone through the same errors but I couldn't find what others did to solve the issue.

Any help is greatly appreciated.

[Philippe Simard]

Hey Joyce,

Here's a link to the documentation about creation your own custom data lookup rules.

I don't think this is what you would need to do as the problem priority lookup already exists.

What I think you might be trying to do is to update the content of the "Matcher Table".

If you look at the Problem Priority entry in the Data Lookup Definition (dl_definition), you'll see the matcher table field which contains dl_problem_priority.

If you take a look at the content of this table, you'll see all the combination possible as well as the expected result.

Hope this helps,

Phil

[Joyce W]

Hi Phil,

My Istanbul instance does not have data lookup priority for Problem Table

I am trying to create something similar to what I have seen in Jarkata instance.

I have the link from product documentation but its not helping.

I know I am missing something with configuring dictionary on the fields Impact, Urgency, and Priority-

SN now has these choices pointing to Problem Table and Category Field- that does not make sense because if I configure mine the same way, it doesn't work.

[prasanna11]

Hi , 

Were you able to resolve this issue?