If the Parent Incident field (as well as any dot-walked fields such as Parent Incident.Active) are on the form, the Urgency field reverts to a default value on a new incident record being saved for the first time. The issue causes fields other than urgency and impact to not save on insert:
  • short description
  • category
  • sub category

Steps to Reproduce 

  1. Log in to a base system instance with Eureka, Fuji, or Geneva installed.
  2. Personalize the incident form to include the following fields:
    • Parent Incident
    • Parent Incident.Active
  3. Open a new incident record.
  4. Set the following fields:
    • Impact = 1
    • Urgency = 1
  5. Click Save.
    Note that the Urgency field reverts back to the default value set in its record on the sys_dictionary table.


After carefully considering the severity and frequency of the issue, and the risk of attempting a fix, ServiceNow has decided to not address this issue in any current or future releases. We do not make this decision lightly and we apologize for any inconvenience. If you have any questions regarding this problem please contact ServiceNow Technical Support.

Related Problem: PRB624647

Seen In

Eureka Patch 11 Hot Fix 2
Eureka Patch 5
Eureka Patch 7
Geneva Patch 1

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-06-27 07:34:33