Problem Priority not updating when impact and urgency are changed

[Menalik]

I noticed that the Priority matrix is not updating in a problem ticket. I can change both options to High, but te Priority will remain in Planning. It works in an incident ticket. What could be the disconnect?

[Dr Atul G- LNG · Accepted solution]

Wired, might be cache issue then. Try cache.do , if still not work log a case to now support.

[Dr Atul G- LNG]

Check here is all active or not:

https://INSTACNCENAME.service-now.com/now/nav/ui/classic/params/target/dl_u_priority_list.do%3Fsyspa...

[Menalik]

Yes. All are active.

[Dr Atul G- LNG]

Hi @Menalik 

Is it working for other combinations as shown in the screenshot, or is nothing working at all? Did you check the matcher table?

Also, please verify whether the data lookup is functioning correctly.

https://INSTANCENMAE.service-now.com/now/nav/ui/classic/params/target/dl_definition_list.do%3Fsyspar...

[Menalik]

The matrix works on the Incident table just fine. All settings in Data Lookup Definitions looks in order.