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CIS-ITSM · Question #38

Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency. Which module should you use to locate and update the Priority Problem Lookup record?

The correct answer is C. Data Lookup Definitions. Data Lookup Definitions is the module in ServiceNow used to configure lookup rules that calculate field values like Priority based on Impact and Urgency.

Problem Management

Question

Your customer wants to change the way Priority on Problem records is calculated based on Impact and Urgency. Which module should you use to locate and update the Priority Problem Lookup record?

Options

  • APriority Matrix
  • BChoice Lists
  • CData Lookup Definitions
  • DPriority Rule Definitions

How the community answered

(43 responses)
  • A
    2% (1)
  • C
    95% (41)
  • D
    2% (1)

Why each option

Data Lookup Definitions is the module in ServiceNow used to configure lookup rules that calculate field values like Priority based on Impact and Urgency.

APriority Matrix

Priority Matrix is not a standalone module name in ServiceNow - the actual configuration is managed through Data Lookup Definitions, not a module called Priority Matrix.

BChoice Lists

Choice Lists are used to manage the available options in dropdown fields, not to define calculation logic for how one field's value is derived from others.

CData Lookup DefinitionsCorrect

Data Lookup Definitions (found under System Policy > Data Lookup Definitions) is the module that stores lookup rules including the Priority lookup table, which maps combinations of Impact and Urgency values to a resulting Priority value for records such as Problem, Incident, and others. Updating the Priority Problem Lookup record here changes how Priority is automatically calculated.

DPriority Rule Definitions

Priority Rule Definitions is not a standard ServiceNow module name for managing priority calculation logic.

Concept tested: Data Lookup Definitions for Priority calculation on Problem records

Source: https://docs.servicenow.com/bundle/xanadu-platform-administration/page/administer/field-administration/concept/c_DataLookupAndRecordMatching.html

Topics

#Problem Management#Priority Calculation#Data Lookups#ServiceNow Configuration

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