How to set priority in cross scope table

[Souvick6917]

Hi Team,

I need help in below requirement.

I need to set priority on basis of combination of impact and urgency as usual. I have set the combinations on dl_u_priority table which is in Global scope.

I want to set the combination on a separate incident table on a different scope say Financial scope.

As I was setting up fields on Data Lookup Definitions , I am able to select the Financial scope incident table on Source table but the dl_u_priority table is not showing up on Matcher table field due to different scope. Also, if I work on Global scope , the Financial scope incident table is not showing on Source table field.

I need urgent help to achieve this solution.

Thanks in Advance

Souvick

[Chetna_dev]

It seems like you're encountering issues with setting up data lookup definitions (DL) for your incident table in a different scope (Financial scope) and linking it to a priority lookup table (dl_u_priority) in the global scope.

Here's how you can address this:

• Use the Same Scope for Priority Lookup Table and Incident Table: If possible, consider moving the dl_u_priority table to the Financial scope if it's acceptable for your requirements. This way, you can easily reference it from your Financial scope incident table.

• Cross-Scope Data Lookup: 

  • Create a script include in the global scope that retrieves the priority based on the impact and urgency combination.
  • Call this script include from business rules or script actions in the Financial scope incident table whenever a new incident is created or updated.
  • This script include would perform the necessary logic to fetch the appropriate priority based on the provided impact and urgency values from the dl_u_priority table.

• Replicate Priority Data in Financial Scope: If the priority combinations are specific to the Financial scope and you cannot move the dl_u_priority table, consider replicating the relevant data from dl_u_priority into a new table within the Financial scope.

  • Create a new table within the Financial scope to store priority combinations.
  • Populate this table with the same data as dl_u_priority, or manually define the combinations specific to the Financial scope.
  • Use this new table as the matcher table in your data lookup definitions for the Financial scope incident table. 

Hope it helps

Best

Chetna

[Souvick6917]

Hi,

The priority combinations are little specific to Financial scope. I recognize creating a new priority table would be a better option. I want to know if its follows the best practice under ServiceNow as we are creating this kind of table for first time. If you worked on this before please let me know your thought.

Regards

Souvick

[Chetna_dev · Accepted solution]

Creating a new priority table specific to the Financial scope aligns with best practices in ServiceNow by promoting scope isolation, customization, ease of maintenance, and scalability. Just ensure that proper documentation is maintained to facilitate understanding and future enhancements.

also if u find it of any help please "Accept as Solution" and mark " Helpful."

Thanks 🙂

[Dr Atul G- LNG]

Hi @Souvick6917 

I think you cant use the same Dl table on other scope directly. Better to create a new DL table as per new scope and use.