Override a default value

[smithro]

We have an 'Impact' field on our Incident form that defaults to 'Moderate' for all submitted tickets.  How can I override this value for tickets that are submitted with a Category of 'Network'?  We would like tickets with this category to be 'High' priority.

Any assistance is greatly appreciated.

[Tony Cattoi · Accepted solution]

You can create a business rule that updates the Impact when the conditions meet on the ticket for the Category equaling Network.  This will happen after the ticket update so it won't provide immediate feedback on the screen if the category is selected.  If you want it to update on the screen when the category is selected you could utilize an on change client script to automatically update the impact field.

[smithro]

Thanks Tony.  I will investigate a new business rule