Update incident impact and urgency

[Allison3]

I'm needing to create new incident impacts, urgency's and priorities.

I'm created the new impact and urgency. When I went to the priority lookup rules to create the new ones, they had already been created overtop of the current ones. I'm needing to keep the current data we have and implement a new risk matrix going forward.

How can I enter in these new values to use going forward but still keep the old values for past incidents?

[Chuck Tomasi]

Hi Allison,

The data lookup values all come from one table. If you don't update the old records, the old values stay the same, however when records are updated, new values are calculated based on what's in the data lookup rules. There is no way to say "This set of records before this date uses these rules, and this set of records uses another set of rules - unless you want to re-implement the data lookups on your own with new rules.

http://wiki.servicenow.com/index.php?title=Data_Lookup_and_Record_Matching_Support

[Shiraz2]

Let me take a shot at it and see if I can explain it.

Every record in ServiceNow is assigned a sys_id. The Sys_id is the object that is used whenever working with a record and that is why changing the name of an item does not matter (there are exception to Roles however). So if you create two records with the same name, that's ok, because the sys_ids for each will be different. However, you have to be careful when selecting those records; meaning you select the right one with right sys_id.

In your case:

you can create a new record of Impact and Urgency and when creating a new Priority Lookup Rule, just make sure you select the correct records.

[Allison3]

I created new impact and urgency values as new records. The old values still exist I just deactivated them. The priority lookup rules seem to have automatically updated to the new impact and urgency values, rather than letting me create new ones.

I'm not wanting to use the old impact, urgency, priority fields. However I want the data to stay the same. I want it to keep the impact and urgency values it had at the time. Not automatically update to the new ones because they don't match up.

We are going from 5 different priorities to 4 different ones.

[Chuck Tomasi]

Sounds like you got it Allison. Like users (or many other records) use the Active flag to disable data/rules/etc. rather than delete it. You'll still have it for historic purposes.