When catalog item is Requested ,How is impact and priority Auto populating

damerlasneh
Tera Contributor

6 hours ago

In a Service Catalog request, how are Impact, Urgency, and Priority determined for a Requested Item (RITM)?

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Brad Bowman
Kilo Patron
Kilo Patron

3 hours ago

Out of the box, Impact and Urgency are left blank when a RITM record is created.  Priority has a default value of 3 on the task table, which sc_req_item is extended from, so all new RITM records will have a Priority = 3, out of the box.  If you are seeing different values than these, or the values change throughout the life of the RITM without someone manually changing them, then you have a flow, workflow, or Business Rule impacting these records.

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AndersBGS
Tera Patron
Tera Patron

2 hours ago

Hi @damerlasneh 

 

beside what @Brad Bowman  @already have explained, have you looked into the utilized flow for the specific catalog item to see if has been set there?

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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