Incident Priority is showing incorrect when Impact and Urgency is selected - Support and Troubleshooting

Incident Priority is showing incorrect when Impact and Urgency is selected Description Incident Priority is showing value 3(Medium) when Impact is 3(Medium) and Urgency is 4(Low)

Steps To Reproduce: Navigate through Incident>Create New Fill all mandatory fields Select Impact 3(Medium), Urgency 4(Low) Expected Result: Priority should be 4(Low)

Actual Result: Priority is default to 3(Moderate)

Release or Environment London Patch 1

Cause After reviewing one of the affected incidents in the customer's instance, further review took place regarding "Dictionary Entry Override Priority". Default value is showing 3 Navigated through "Priority Data Lookups" table and found following: For Impact 3(Medium), Urgency 4(Low), the Priority is showing 3 Resolution In "Dictionary Entry Override Priority", changed following:

For Impact 3(Medium), Urgency 4(Low), Changed Priority from 3 to 4