question Re: Priority override in Developer forum

Priority override

KirstinR — Thu, 10 Nov 2016 15:39:46 GMT

We are very new at using the ServiceNow HR module. Our priority field is automatically populated according to the priority lookups. We would like to override the lookups from time to time when HR calls to rush a case. Currently when we receive a call from HR, our CSR will update the priority and click "update" to place the case back into a group to be processed. When another CSR picks the case to process it, the priority automatically reverts back to what's on the data lookup table. Would it work to create a business rule that states if priority = 0 then ignore the priority lookup table? If so, what are your scripting suggestions?

Re: Priority override

Michael Fry1 — Thu, 10 Nov 2016 16:05:12 GMT

Did you create lookup rules for HR Case priority, don't think it comes out of the box, hence the reason I'm asking. If yes, what's the criteria for changing Priority? Maybe include screen shot of lookup rule.

Re: Priority override

Kalaiarasan Pus — Thu, 10 Nov 2016 16:17:23 GMT

Can you check this setting of your rule? It should not be true.

Re: Priority override

Michael Fry1 — Thu, 10 Nov 2016 16:19:01 GMT

That's only for Incidents. Kirstin is talking about HR Case.

Re: Priority override

KirstinR — Thu, 10 Nov 2016 16:20:32 GMT

We did create a Data Lookup Definition.

The Matcher Field Definitions include exact lookup match for: Category, Subcategory and Sucategory2

The Setter Field Definition is for priority

Is this what you are referring to?

Re: Priority override

Kalaiarasan Pus — Thu, 10 Nov 2016 16:20:49 GMT

But we can create such rules for other tables also? Can't we?

Re: Priority override

Michael Fry1 — Thu, 10 Nov 2016 16:21:54 GMT

of course!

Re: Priority override

Michael Fry1 — Thu, 10 Nov 2016 16:22:48 GMT

If you created you own lookup rules, review Kalaiarasan's screen shot of what should be unchecked and check against what you created.

Re: Priority override

KirstinR — Thu, 10 Nov 2016 19:23:49 GMT

"Always replace" is checked. I did uncheck it and performed some tests. I found that when I created a new case the priority does not automatically populate according to the priority lookup. Is there something else I need to do so that the priority field automatically populates on new cases?

Re: Priority override

Michael Fry1 — Thu, 10 Nov 2016 19:41:21 GMT

If you don't make any changes, it's just going to use the default value. If you're making changes, make sure you have the check-boxes checked:

Re: Priority override

KirstinR — Thu, 10 Nov 2016 19:57:36 GMT

Michael and Kalaiarsan - Thank you for all your help. I am going to make the adjustments and test it.

Re: Priority override

KirstinR — Thu, 10 Nov 2016 20:56:04 GMT

I checked "run on update" and unchecked the "always replace". All our check boxes mirror yours above.

Updating the priority on an existing case works. However, when I created a new case, the priority field did not automatically fill in with what is on the priority lookup. When we initially create a case or update the categories on a case, we would like the priority field to default according the data lookup. What adjustments should I make?

Re: Priority override

Michael Fry1 — Thu, 10 Nov 2016 21:11:24 GMT

What are the fields that determine priority?

Re: Priority override

KirstinR — Thu, 10 Nov 2016 21:18:11 GMT

the following fields determine the priority: Category, Subcategory and Subcategory 2

Re: Priority override

Michael Fry1 — Thu, 10 Nov 2016 21:47:17 GMT

The lookup rules control what gets set in the Priority field. The Priority field should be read only, as it's set based on the rules. However, your attempting to change the Priority without changing the fields that determine the Priority, which isn't how lookup rules work. Your supposed to change one of the fields that determines priority however in this case, your setting priority based on Category, Subcat, & Subcat 2.

So can we find a solution here? Maybe the lookup rules just run on Insert, and then you are free to change the Priority.