1.When the Impact field is changed, automatically calculate and update the Priority field based on impact and urgency.
Client script
Working Code Answered question October 24, 2023
priority lookup rules
- Navigate to All > System Policy > Rules > Priority Lookup Rules.
- Click New.
On the form, fill in the fields.
Field
Description
Impact
Impact is a measure of the effect of an incident, problem, or change on business processes.
Urgency
Urgency is a measure of how long the resolution can be delayed until an incident, problem, or change has a significant business impact.
Priority
Priority is based on impact and urgency, and it identifies how quickly the service desk should address the task.
Client script
Working Code Answered question October 24, 2023