Employee Center Incident Record Producer showing P5 even after updating Priority Data Lookup

[21121A1597]

I am facing an issue with the OOB/Create Incident record producer in Employee Center.

Current behavior:

• Impact = None
• Urgency = None
• Priority automatically displays P5 - Very Low on the portal form before submission.
• After submission, the incident is created with Priority = P5.

Troubleshooting already performed:

1. Updated all Incident Priority Data Lookup records that previously mapped to P5, changing them to P4.
2. Verified that creating an Incident directly from the backend now results in P4 as expected.
3. Reviewed the Record Producer script and found no explicit assignment such as current.priority = 5.
4. Checked for Catalog Client Scripts and could not find any script setting the Priority.
5. The Priority field on the portal is read-only and already shows P5 before the record is submitted.

Issue:

• Backend incidents respect the updated Priority Lookup configuration.
• Incidents created through Employee Center still default to P5.
• I am trying to identify where Employee Center is deriving the P5 value from.

Questions:

1. Is there a Script Include, Data Lookup Definition, Portal Widget, UI Policy, or another OOB component that calculates and displays the Priority before submission?
2. Has anyone encountered a situation where backend incidents use the updated Priority Lookup matrix, but Employee Center continues to display and create incidents with P5 with impact and urgency as none.

Any guidance on where to trace the issue would be appreciated.

Thank you.

[Kieran3]

So just checked and it looks like you've customised the Impact and Urgency field to be 'Dropdown with --None--'. It's possible that because these now have a null value, the Priority Data Lookup matrix isn't able to run so it is default.

If you head to the Priority dictionary entry (/nav_to.do?uri=sys_dictionary.do?sys_id=b84e9d04a56103108bb220b7a4d21290), check what the Default value field is set to. In my PDI, it's 4 but I'm wondering if yours has changed.

[21121A1597]

It is still 4  but not sure why i am getting the default value as p5

[Kieran3 · Accepted solution]

So I've set my Impact and Urgency to have a None, like yours, and removed the default values and I get the same as you (Priority = P5). 

I've done some further looking and Incident has a Dictionary Override for Task, which sets the Default value to 5. You can find this here: /nav_to.do?uri=sys_dictionary_override.do?sys_id=31003e229f2112008f97b89a442e7009

After changing this override to 4, I now get 4 - Low as my default priority (as shown below).

If this solves your issue, please be sure to mark it as the correct answer to help others find it 🙂

[Ankur Bawiskar]

@21121A1597 

priority data lookup doesn't run on portal form

So some script is setting that

Since you mentioned it's working fine from native it means the data lookup is configured properly

Did you check?

1) onLoad or onChange or onSubmit catalog client script

2) any default value in that variable?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏