Priority is showing 5 on new incident record

[sravya vemula]

Hi All,

In test environment, priority value is automatically set to 5 when a new incident record page is opened.

It is showing as 4-Low in Dev and PROD, but not in test.

I have checked the default value which is set to 4. 

Any suggestions on how this can be removed ?

[sravya vemula]

This is the screenshot.

[Pradeep Thipani]

Hi @sravya vemula ,

Have you checked your priority matrix lookups? If not please check based on impact and urgency mapped priority will be displayed. 

yourintsnaceurl/now/nav/ui/classic/params/target/dl_u_priority_list.do%3Fsysparm_userpref_module%3D623fc9502b031000de0aba36a3fd563f.

Feel free to let me know if you have any questions still.

Please mark help and accept the solution if that helps.

Thanks,

Pradeep

[sravya vemula]

@Pradeep Thipani  Thanks for your reply. I have checked priority lookup rules. It shows 4-Low only.

[Pradeep Thipani]

@sravya vemula , Have a look at Dictionary override configurations. follow the below link.

YourInstanceURL/sys_dictionary_override.do?sys_id=31003e229f2112008f97b89a442e7009&sysparm_record_ta...

or try by exporting XML of lookup records to Prod/Dev, It should work.

Please mark help and accept the solution if that helps.

Thanks,

Pradeep