The "Urgency" field on the incident table does not update when viewed in the "Ticket Fields" widget. - Known Error

The "Urgency" field on the incident table does not update when viewed in the "Ticket Fields" widget. Description In an out of box instance, if an incident is viewed on the Ticket Form in Service Portal, the "Urgency" field never updates to reflect changes made to the field either on the form in the platform view or from the form in Service Portal.

Steps to Reproduce

As the System Administrator, create a new incident in Service Portal with an Urgency of " 1 ". Find the incident in the platform view and change the " Urgency " to " 2 ". Save this change. Open Service Portal again, open the " Requests " drop down menu from the header menu. Open the same incident from " Requests " drop down menu. This opens the Ticket Form page. Expected behavior:

The "Urgency" as listed in the "Ticket Fields" widget will now be "2"

Actual Behavior:

The "Urgency" will display as original value as 1.

Actual behavior:

The "Urgency" as listed in the "Ticket Fields" widget is still "1".

Workaround There is no workaround for this as this is working as per design.

Reason is explained here:-

The 'Create Incident' Record Producer has an 'Urgency' variable, which is displayed in the 'Ticket Fields' widget. When the user goes to the incident form and updates the 'Urgency' field, that change is not reflected in the 'Urgency' variable (question_answer). Therefore, the change is not reflected in the 'Ticket Fields' widget.