Symptoms

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Changing the impact or urgency from an incident record is not auto-setting the priority when it should be.

Cause

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A common cause for this can be if there have not been any data lookup rules defined. If an instance is z-booted without demo-data it will not contain data lookup rules.

Resolution

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Import the attached XML to this KB and the data lookup should now work as intended. Users can also elect to create their own lookup rules from scratch