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Auto Priority Update based on Impact and Urgency (#2649)
* Code for Moveworks bot messages for Flow to include url links * Delete Moveworks messages html for Flow * Create script.js * Create readme.md * Create script.js * Create readme.md * Delete Client-Side Components/Client Scripts/Auto Priority Update based on Impact and Urgency/readme.md * Delete Client-Side Components/Client Scripts/Auto Priority Update based on Impact and Urgency/script.js
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‎Client-Side Components/Client Scripts/Auto Update Priority based on Impact and Urgency/readme.md‎

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🧩 Readme : Client Script: Auto Priority Update Based on Impact and Urgency
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📘 Overview
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This client script automatically updates the Priority field on the Incident form whenever the Impact or Urgency value changes.
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It follows the ITIL standard mapping to ensure the correct priority is always set automatically, improving data accuracy and efficiency for service desk agents.
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⚙️ Script Details
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Field Value
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Name Auto Priority Update based on Impact and Urgency
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Type onChange
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Applies to Table Incident
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Applies on Fields impact, urgency
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UI Type All (Classic, Mobile, Workspace)
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Active ✅ Yes
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Condition Leave blank
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💻 Script Code
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// ==========================================================================
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// Script Name: Auto Priority Update based on Impact and Urgency
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// Table: Incident
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// Type: onChange | Fields: impact, urgency
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// UI Type: All
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// Version: 2025 Production Ready
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// ==========================================================================
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function onChange(control, oldValue, newValue, isLoading, isTemplate) {
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// Skip execution if form is loading or field is empty
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if (isLoading || newValue == '') {
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return;
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}
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// Get Impact and Urgency values
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var impact = g_form.getValue('impact');
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var urgency = g_form.getValue('urgency');
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// Define Priority Matrix (ITIL standard)
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var priorityMatrix = {
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'1': { '1': '1', '2': '2', '3': '3' },
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'2': { '1': '2', '2': '3', '3': '4' },
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'3': { '1': '3', '2': '4', '3': '5' }
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};
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// Find the new Priority
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var newPriority = priorityMatrix[impact]?.[urgency];
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// Update the Priority field if valid
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if (newPriority) {
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if (g_form.getValue('priority') != newPriority) {
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g_form.setValue('priority', newPriority);
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g_form.showFieldMsg('priority', 'Priority auto-updated based on Impact and Urgency', 'info');
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}
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} else {
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// Optional: Clear Priority if invalid combination is selected
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g_form.clearValue('priority');
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g_form.showFieldMsg('priority', 'Invalid Impact/Urgency combination — priority cleared', 'error');
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}
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}
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🧠 How It Works
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The script runs automatically when Impact or Urgency changes.
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It checks the ITIL-based matrix to determine the correct Priority.
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If a valid combination is found, the Priority field updates automatically.
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A small info message appears to confirm the update.
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🔢 ITIL Mapping Table
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Impact Urgency Resulting Priority
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1 (High) 1 (High) 1 (Critical)
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1 2 2
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1 3 3
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2 1 2
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2 2 3
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2 3 4
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3 1 3
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3 2 4
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3 3 5
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✅ Benefits
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Automatically enforces ITIL priority standards
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Reduces manual effort and user errors
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Ensures consistency in priority calculation
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Compatible with Classic UI, Next Experience, and Agent Workspace

‎Client-Side Components/Client Scripts/Auto Update Priority based on Impact and Urgency/script.js‎

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//Auto Priority Update based on Impact and Urgency
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// ==========================================================================
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// Script Name: Auto Priority Update based on Impact and Urgency
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// Table: Incident (or any Task-based table)
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// Type: onChange | Fields: impact, urgency
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// UI Type: All
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// ==========================================================================
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function onChange(control, oldValue, newValue, isLoading, isTemplate) {
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// Prevent the script from running when the form loads or when the field is empty
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if (isLoading || newValue == '') {
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return;
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}
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// ----------------------------------------------------------------------
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// Step 1: Fetch field values from the form
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// ----------------------------------------------------------------------
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var impact = g_form.getValue('impact'); // e.g., 1 - High, 2 - Medium, 3 - Low
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var urgency = g_form.getValue('urgency'); // e.g., 1 - High, 2 - Medium, 3 - Low
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// ----------------------------------------------------------------------
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// Step 2: Define the ITIL-based Priority Matrix
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// ----------------------------------------------------------------------
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// Each row represents "Impact", and each column represents "Urgency"
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// The resulting value sets the "Priority"
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var priorityMatrix = {
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'1': { '1': '1', '2': '2', '3': '3' }, // Impact = High
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'2': { '1': '2', '2': '3', '3': '4' }, // Impact = Medium
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'3': { '1': '3', '2': '4', '3': '5' } // Impact = Low
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};
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// ----------------------------------------------------------------------
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// Step 3: Determine the new priority based on selected Impact/Urgency
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// ----------------------------------------------------------------------
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var newPriority = priorityMatrix[impact]?.[urgency]; // optional chaining prevents errors
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// ----------------------------------------------------------------------
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// Step 4: Update the Priority field and inform the user
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// ----------------------------------------------------------------------
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if (newPriority) {
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// Only update if priority is different from current value
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if (g_form.getValue('priority') != newPriority) {
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g_form.setValue('priority', newPriority);
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// Show message (works in both Classic UI and Next Experience)
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g_form.showFieldMsg('priority', 'Priority auto-updated based on Impact and Urgency', 'info');
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}
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} else {
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// Optional: clear priority if invalid combination is selected
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g_form.clearValue('priority');
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g_form.showFieldMsg('priority', 'Invalid Impact/Urgency combination — priority cleared', 'error');
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}
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// ----------------------------------------------------------------------
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// End of Script
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// ----------------------------------------------------------------------
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}

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