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Incident Priority becomes None after changing Impact/Urgency - No manual modifications done

chnanshika2
Kilo Explorer

yesterday

Hi everyone,
I am facing an issue in Incident form on my PDI.
By default, Priority shows 5 – Planning when the form loads, but if I change Impact or Urgency, it automatically changes to None.
Also, even after refreshing the form, priority remains None.

I confirmed:

  • Calculate Priority business rule is active

  • Priority Lookup Definitions are correct

  • No ACL is blocking write access

  • Another PDI with same ACL works fine

  • There are custom client scripts for other tasks (Priority One ticket alert)

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  • 93 Views
1 REPLY 1

Laveena-Agarwal
Kilo Sage

yesterday

Hi @chnanshika2 

Try the following approaches:

  1. Business rules are not required for priority calculation.
    This is handled automatically through Data Lookup Definitions.
    You can review the configuration here:  https://<instance-name>.service-now.com/dl_definition.do?sys_id=302849102b031000de0aba36a3fd5631&sys...

  2. Please inspect the page (Ctrl + Shift + I or right-click → Inspect) and check the Console tab for any errors.

0 Helpfuls