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Hello team I have an HR Service and added priority for that in HR Template.

On the priority configure dictionary default value is set to "LOW" (OOB Out of the box)

Technically it should override the default value and update based on HR Service->HR Template, but it's not working as expected.

I tried the following: Verified all the:

  1. Business rules
  2. Client Scripts
  3. Case Creation Configuration

None of them are causing this issue

1.HR Service: enter image description here

2.Manual Case Creation UI Page (Servicenow OOB): enter image description here

3.Case after creation:

Priority is set to LOW(4) instead of Moderate(3)

enter image description here

Help is appreciated.

Mr world wide
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1 Answers1

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Can you check if there is any script that is being used to manipulate the priority field, in general case there is a data look up defined for the priority field you can check that also if that is causing this behaviour. I tried it with an HR template and it worked fine for me :

enter image description here

enter image description here

Ashish Narwal
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  • I tried to find all the possible ways but no luck. Finally Using Dictionary override I resolved the issues. For HR Cases i removed the default value of '4' – Mr world wide May 28 '21 at 05:13