How demand score is calculated

[Mohammad1]

According to ServiceNow documentation, the score is calculated this way: ((10 - Risk) + Size + Value) / 3. However, going to a fresh developer instance, it seems to totally ignore the Size. Please check the below 2 screenshots. In both screenshots, I have set the same value in the Risk and Value fields. The only difference is the Size field. However, the Score value remained the same despite the change in Size field.

Screenshot 1:

Screenshot 2:

[Rae Ann Prasnic]

I'm sorry I'm not more help. I trust you are seeing OOTB actions. I was confused as well which is what led to me creating the document I referenced earlier. Obviously I need to put another 10 hours into it...lol.

If you figure it out let me know and I'll update my post. 

Rae Ann

[Mohammad1]

Actually you were very helpful, your article was very helpful. The reason I was confused is not because of the article but because Now Learning wasn't accurate.

Anyway, I could investigate this a little and found that the formula you mentioned in your document is correct and the one that is mentioned in Now Learning is wrong. However, there are 2 size fields, one that is called "size" and another that is called "score_size". The one that is used in the formula is score_size and it's not the one with the Small/Medium/Large...etc values.

That is all what I reached to but I couldn't yet figure out how the score_value (which is used in the calculation) is calculated itself.

[T_Fesenko]

@Mohammad1 , have you found a solution/answer to your question?

[VerdaKosnett1]

It is unfortunate that none of these links on this site are available. Please bring them back

[Daryll Conway]

Hi Rae, I see this has been archived, I don't suppose you have a live version of this?