Auto Priority Update based on Impact and Urgency

Client-Side Components/Client Scripts/Auto Update Priority based on Impact and Urgency/readme.md

@@ -0,0 +1,81 @@
+🧩 Readme : Client Script: Auto Priority Update Based on Impact and Urgency
+📘 Overview
+
+This client script automatically updates the Priority field on the Incident form whenever the Impact or Urgency value changes.
+It follows the ITIL standard mapping to ensure the correct priority is always set automatically, improving data accuracy and efficiency for service desk agents.
+
+⚙️ Script Details
+Field	Value
+Name	Auto Priority Update based on Impact and Urgency
+Type	onChange
+Applies to Table	Incident
+Applies on Fields	impact, urgency
+UI Type	All (Classic, Mobile, Workspace)
+Active	✅ Yes
+Condition	Leave blank
+💻 Script Code
+// ==========================================================================
+// Script Name: Auto Priority Update based on Impact and Urgency
+// Table: Incident
+// Type: onChange | Fields: impact, urgency
+// UI Type: All
+// Version: 2025 Production Ready
+// ==========================================================================
+
+function onChange(control, oldValue, newValue, isLoading, isTemplate) {
+    // Skip execution if form is loading or field is empty
+    if (isLoading || newValue == '') {
+        return;
+    }
+
+    // Get Impact and Urgency values
+    var impact = g_form.getValue('impact');
+    var urgency = g_form.getValue('urgency');
+
+    // Define Priority Matrix (ITIL standard)
+    var priorityMatrix = {
+        '1': { '1': '1', '2': '2', '3': '3' },
+        '2': { '1': '2', '2': '3', '3': '4' },
+        '3': { '1': '3', '2': '4', '3': '5' }
+    };
+
+    // Find the new Priority
+    var newPriority = priorityMatrix[impact]?.[urgency];
+
+    // Update the Priority field if valid
+    if (newPriority) {
+        if (g_form.getValue('priority') != newPriority) {
+            g_form.setValue('priority', newPriority);
+            g_form.showFieldMsg('priority', 'Priority auto-updated based on Impact and Urgency', 'info');
+        }
+    } else {
+        // Optional: Clear Priority if invalid combination is selected
+        g_form.clearValue('priority');
+        g_form.showFieldMsg('priority', 'Invalid Impact/Urgency combination — priority cleared', 'error');
+    }
+}
+
+🧠 How It Works
+
+The script runs automatically when Impact or Urgency changes.
+It checks the ITIL-based matrix to determine the correct Priority.
+If a valid combination is found, the Priority field updates automatically.
+A small info message appears to confirm the update.
+
+🔢 ITIL Mapping Table
+Impact	Urgency	Resulting Priority
+1 (High)	1 (High)	1 (Critical)
+1	2	2
+1	3	3
+2	1	2
+2	2	3
+2	3	4
+3	1	3
+3	2	4
+3	3	5
+✅ Benefits
+
+Automatically enforces ITIL priority standards
+Reduces manual effort and user errors
+Ensures consistency in priority calculation
+Compatible with Classic UI, Next Experience, and Agent Workspace

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

@@ -0,0 +1,58 @@
+//Auto Priority Update based on Impact and Urgency
+
+// ==========================================================================
+// Script Name: Auto Priority Update based on Impact and Urgency
+// Table: Incident (or any Task-based table)
+// Type: onChange | Fields: impact, urgency
+// UI Type: All
+// ==========================================================================
+
+function onChange(control, oldValue, newValue, isLoading, isTemplate) {
+    // Prevent the script from running when the form loads or when the field is empty
+    if (isLoading || newValue == '') {
+        return;
+    }
+
+    // ----------------------------------------------------------------------
+    // Step 1: Fetch field values from the form
+    // ----------------------------------------------------------------------
+    var impact = g_form.getValue('impact');   // e.g., 1 - High, 2 - Medium, 3 - Low
+    var urgency = g_form.getValue('urgency'); // e.g., 1 - High, 2 - Medium, 3 - Low
+
+    // ----------------------------------------------------------------------
+    // Step 2: Define the ITIL-based Priority Matrix
+    // ----------------------------------------------------------------------
+    // Each row represents "Impact", and each column represents "Urgency"
+    // The resulting value sets the "Priority"
+    var priorityMatrix = {
+        '1': { '1': '1', '2': '2', '3': '3' }, // Impact = High
+        '2': { '1': '2', '2': '3', '3': '4' }, // Impact = Medium
+        '3': { '1': '3', '2': '4', '3': '5' }  // Impact = Low
+    };
+
+    // ----------------------------------------------------------------------
+    // Step 3: Determine the new priority based on selected Impact/Urgency
+    // ----------------------------------------------------------------------
+    var newPriority = priorityMatrix[impact]?.[urgency]; // optional chaining prevents errors
+
+    // ----------------------------------------------------------------------
+    // Step 4: Update the Priority field and inform the user
+    // ----------------------------------------------------------------------
+    if (newPriority) {
+        // Only update if priority is different from current value
+        if (g_form.getValue('priority') != newPriority) {
+            g_form.setValue('priority', newPriority);
+
+            // Show message (works in both Classic UI and Next Experience)
+            g_form.showFieldMsg('priority', 'Priority auto-updated based on Impact and Urgency', 'info');
+        }
+    } else {
+        // Optional: clear priority if invalid combination is selected
+        g_form.clearValue('priority');
+        g_form.showFieldMsg('priority', 'Invalid Impact/Urgency combination — priority cleared', 'error');
+    }
+
+    // ----------------------------------------------------------------------
+    // End of Script
+    // ----------------------------------------------------------------------
+}