https://www.servicenow.com/community/developer-forum/set-impact-based-on-service/m-p/3396609#M1231501 <P><a href="https://www.servicenow.com/community/user/viewprofilepage/user-id/768783">@menardJA</a>&nbsp;</P> <P>&nbsp;</P> <P><SPAN>&nbsp;write a onchange client script and Script include to achieve this,</SPAN></P> <P>Script Include (client callable checked)</P> <LI-CODE lang="javascript">getBusinessServicePriority : function() { var getBusiness = this.getParameter('sysparm_sys_id'); var sr = new GlideRecord('cmdb_ci_service'); sr.addQuery('sys_id',getBusiness); sr.query(); if(sr.next()) { return sr.busines_criticality.toString(); } },</LI-CODE> <P>&nbsp;</P> <P>Client SCript onchange on Service field</P> <LI-CODE lang="javascript">function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (isLoading || newValue === '') { return; } var getServiceName = g_form.getValue('business_service'); var ga = new GlideAjax('demoAjax'); ga.addParam('sysparm_name', 'getBusinessServicePriority'); ga.addParam('sysparm_sys_id', getServiceName); ga.getXML(serverResponse); } function serverResponse(response){ var answer = response.responseXML.documentElement.getAttribute("answer"); alert(answer); if(answer == '2 - somewhat critical') { g_form.setValue('priority',1); } else if(answer == 'your value') { g_form.setValue('priority',2); } }</LI-CODE> <P>&nbsp;</P> <P>&nbsp;</P> Fri, 03 Oct 2025 04:49:42 GMT shubhamseth 2025-10-03T04:49:42Z https://www.servicenow.com/community/developer-forum/set-impact-based-on-service/m-p/3395797#M1231361 <P>I have a requirement to have Impact on incidents set automatically based on the selected service then have a drop down where Help Desk can indicate how many users are impacted which would either lower or increase the impact based on the choice so if something has a default impact of 1 but is only affecting a single user it will drop to a 2.</P><P>&nbsp;</P><P>I have created a Business Impact field on my business services and created a catalog client script that is supposed to read the value and then set the impact value but the impact never changes.</P><P>&nbsp;</P><P>Has anyone ever done this before? Any tips or guides?</P> Wed, 01 Oct 2025 20:50:13 GMT https://www.servicenow.com/community/developer-forum/set-impact-based-on-service/m-p/3395797#M1231361 menardJA 2025-10-01T20:50:13Z https://www.servicenow.com/community/developer-forum/set-impact-based-on-service/m-p/3396609#M1231501 <P><a href="https://www.servicenow.com/community/user/viewprofilepage/user-id/768783">@menardJA</a>&nbsp;</P> <P>&nbsp;</P> <P><SPAN>&nbsp;write a onchange client script and Script include to achieve this,</SPAN></P> <P>Script Include (client callable checked)</P> <LI-CODE lang="javascript">getBusinessServicePriority : function() { var getBusiness = this.getParameter('sysparm_sys_id'); var sr = new GlideRecord('cmdb_ci_service'); sr.addQuery('sys_id',getBusiness); sr.query(); if(sr.next()) { return sr.busines_criticality.toString(); } },</LI-CODE> <P>&nbsp;</P> <P>Client SCript onchange on Service field</P> <LI-CODE lang="javascript">function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (isLoading || newValue === '') { return; } var getServiceName = g_form.getValue('business_service'); var ga = new GlideAjax('demoAjax'); ga.addParam('sysparm_name', 'getBusinessServicePriority'); ga.addParam('sysparm_sys_id', getServiceName); ga.getXML(serverResponse); } function serverResponse(response){ var answer = response.responseXML.documentElement.getAttribute("answer"); alert(answer); if(answer == '2 - somewhat critical') { g_form.setValue('priority',1); } else if(answer == 'your value') { g_form.setValue('priority',2); } }</LI-CODE> <P>&nbsp;</P> <P>&nbsp;</P> Fri, 03 Oct 2025 04:49:42 GMT https://www.servicenow.com/community/developer-forum/set-impact-based-on-service/m-p/3396609#M1231501 shubhamseth 2025-10-03T04:49:42Z https://www.servicenow.com/community/developer-forum/set-impact-based-on-service/m-p/3398942#M1231899 <P>Hi&nbsp;<a href="https://www.servicenow.com/community/user/viewprofilepage/user-id/382082">@shubhamseth</a>&nbsp;</P><P>I tweaked the scripts slightly to fit what I had the variables as on my instance however the impact is not updating when I select a Service</P><P>Script include</P><LI-CODE lang="markup">var getBusinessServicePriority = Class.create(); getBusinessServicePriority.prototype = Object.extendsObject(AbstractAjaxProcessor, { // Returns the numeric value (1/2/3) from u_business_impact on the Business Service getBusinessServicePriority: function () { var serviceSysId = this.getParameter('sysparm_sys_id'); if (!serviceSysId) return ''; var svc = new GlideRecord('cmdb_ci_service'); if (svc.get(serviceSysId)) { // Return the VALUE (e.g., "1", "2", "3") return String(svc.getValue('u_business_impact') || ''); // If you actually need the LABEL, switch to: // return String(svc.getDisplayValue('u_business_impact') || ''); } return ''; }, type: 'getBusinessServicePriority' });</LI-CODE><P>Client Script</P><LI-CODE lang="markup">function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (isLoading || isTemplate || !newValue) return; var ga = new GlideAjax('getBusinessServicePriority'); ga.addParam('sysparm_name', 'getBusinessServicePriority'); ga.addParam('sysparm_sys_id', newValue); ga.getXMLAnswer(function(answer) { if (!answer) return; // If Script Include returned the numeric VALUE ("1","2","3"): var impactNum = parseInt(answer, 10); if (!isNaN(impactNum)) { // Incident.impact expects 1/2/3 by default (High/Medium/Low) g_form.setValue('impact', impactNum); return; } // If Script Include was changed to return the LABEL (e.g., "1 - High"): var match = (answer || '').match(/^(\d+)/); if (match) { g_form.setValue('impact', parseInt(match[1], 10)); } }); }</LI-CODE><P>&nbsp;</P> Mon, 06 Oct 2025 15:49:41 GMT https://www.servicenow.com/community/developer-forum/set-impact-based-on-service/m-p/3398942#M1231899 menardJA 2025-10-06T15:49:41Z