Set Impact and Urgency using data lookup

[Eric K3]

We have a need to automatically set the Impact and Urgency fields on the incident form based on the matcher fields of Category and Subcategory. Is this possible? I cannot get any choice options when I create the setter fields of Impact and Urgency on the incident table. I know they are inherited from the Task table, but if I set the dictionary to point to the Impact and Urgency fields on the Task table, the data lookup rule does not work, i.e. the Impact and Urgency fields to not change when the appropriate category and subcategory are chosen. And I do have "on form change" selected for the data definition.

[Anthony_vickery]

A colleague of mine hit a similar roadblock a while back. He was following the wiki article, but some of the fields where he needed to select the table fields were empty choice lists.

Data Lookup and Record Matching Support - ServiceNow Wiki

When you are looking at your definition record (System Policy > Data Lookup Definitions > Select your record), make sure you have selected the appropriate tables for source (incident) and matcher (your custom table that extends dl_matcher). You should see 2 related lists on your record "Matcher field definitions" & "Setter field definitions."

We had to configure the layout of the Setter Field Definition form to add the "source table" and "matcher table" fields. Once this was updated, the empty choice lists were no longer empty and we could select the desired fields.

Even though there is a UI Policy that hides the fields (I think the values are inherited from your data lookup definition record), without them on the form the source and matcher fields were empty choice lists. And if there is no setter field defined, the lookup rules will not be applied.

[Eric K3]

I did all this and was able to create the lookup rule to set the Impact and Urgency when a certain Cat and Subcat are chosen. But when choosing these on the incident form, the Impact and Urgency fields do not change.

[Anthony_vickery]

On the Data Lookup Definition record, have you ticked "Run on form change?" - This ensures your lookups run on the client side. Ticking "Run on insert/update" will run server side.

[Eric K3 · Accepted solution]

I opened a Hi incident on this one. SN support says this lookup for the Impact and Urgency fields is not possible because Impact and Urgency are actually on the Task table, NOT Incident, so setting these fields on Incident will not work.