Update default values on a self-service Incident

[BenjiP]

Would like to understand where I can customise the default values on Incident fields, when a User creates a ticket through Self-Service/Employee Centre please - want to update default value for the Urgency field.

[Nayan ArchX]

Hi,

This is configurable, and the right place depends on how the Incident is being created in Employee Center.

In ServiceNow, Self-Service / Employee Center incidents are almost always created via a Record Producer, not the native Incident form — so changing defaults on the Incident table alone usually won’t work.

For Self-Service / Employee Center:

👉 Modify the Incident Record Producer script

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Thanks

Nayan Patel

IT ServiceNow Consult, ServiceNow ArchX

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[AshishKM]

Hi @BenjiP ,

The impact/urgency fields has OOTB default value at dictionary level. [check the same in your instance]

You can configure the same via script part within create incident record producer, (check the correct record producer name in your instance, if renamed)

You can set urgency and impact like this for esc portal. 

-Thanks,

AshishKM

[Hemanth EK]

A simple and effective way to set a default Urgency for incidents created through Self-Service or Employee Center is to update the Record Producer used to submit the ticket.

Go to Service Catalog → Record Producers, open the “Create Incident” record producer, and add current.urgency = 2; in the Script section (where 1 = High, 2 = Medium, 3 = Low).

This ensures that any incident raised by end users through Employee Center automatically gets the desired urgency, while incidents created through other channels like email, integrations, or the backend remain unchanged.