How HR case priority is setIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } .sn-issue{font-family:'Calibri','Segoe UI',sans-serif;} .sn-issue .issue-title{font-size:15px;font-weight:700;color:#032D42;line-height:1.5;margin-bottom:8px;} .sn-issue .issue-desc{font-size:14px;line-height:1.7;color:#1A1A1A;margin-bottom:14px;} .sn-issue .tag-row{display:flex;flex-wrap:wrap;gap:8px;margin-top:10px;} .sn-issue .tag{display:inline-block;font-size:12px;font-weight:600;padding:3px 10px;border-radius:4px;border:1px solid;} .sn-issue .tag-blue{background:#e8f0f4;color:#032D42;border-color:#c5d8e3;} .sn-issue .tag-green{background:rgba(99,223,78,0.1);color:#1a6e0a;border-color:rgba(99,223,78,0.4);} .sn-issue code{font-family:'Consolas','Courier New',monospace;font-size:13px;background:#e8f0f4;color:#032D42;border:1px solid #c5d8e3;border-radius:3px;padding:1px 6px;} How HR case priority is set Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; 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font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } .sn-cause code{font-family:'Consolas','Courier New',monospace;font-size:13px;background:#e8f0f4;color:#032D42;border:1px solid #c5d8e3;border-radius:3px;padding:1px 6px;} .sn-cause .section-label{font-size:11px;font-weight:700;letter-spacing:1.2px;text-transform:uppercase;color:#1a6e0a;border-bottom:2px solid #63DF4E;display:inline-block;padding-bottom:4px;margin-bottom:10px;} .sn-cause p{font-size:14px;line-height:1.7;color:#1A1A1A;margin-bottom:12px;} .sn-cause .script-list{list-style:none;padding:0;margin:10px 0 14px 0;} .sn-cause .script-list li{padding:8px 12px;margin-bottom:6px;background:#F4F4F4;border-left:3px solid #63DF4E;border-radius:0 4px 4px 0;font-size:14px;color:#1A1A1A;} .sn-cause .callout{background:#f0f6f4;border:1px solid #c5d8e3;border-left:4px solid #044355;border-radius:4px;padding:14px 18px;margin-top:12px;font-size:14px;color:#1A1A1A;line-height:1.65;} .sn-cause .callout strong{color:#032D42;} Priority Override via Client Scripts The priority of HR cases is controlled by specific HR Client Scripts rather than relying strictly on the standard dl_u_priority Data Lookup matrix. The two scripts responsible are: Reset priority on subject person changeReset priority on opened_for change These scripts fire when the subject_person or opened_for fields are populated or changed on an HR case form, bypassing the standard priority lookup evaluation. Priority Evaluation Logic Both client scripts invoke the hr_CaseAjax Script Include (getPriority function) to determine the final priority. The evaluation follows this sequence: Step 1 — VIP Check: The script checks whether the opened_for or subject_person user has VIP status. If VIP is detected, the priority defined by the system property sn_hr_core.hr_vip_default_priority is applied.Step 2 — Default Dictionary Value: If no VIP status is detected, the script falls back to the default dictionary value for the Priority field on the HR Case table — not the Data Lookup matrix result. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } .sn-resolution code{font-family:'Consolas','Courier New',monospace;font-size:13px;background:#e8f0f4;color:#032D42;border:1px solid #c5d8e3;border-radius:3px;padding:1px 6px;} .sn-resolution ol{list-style:none;padding:0;margin:0;} .sn-resolution ol li{display:flex;gap:14px;align-items:flex-start;padding:12px 0;border-bottom:1px solid #F4F4F4;font-size:14px;line-height:1.65;color:#1A1A1A;} .sn-resolution ol li:last-child{border-bottom:none;} .sn-resolution .step-num{min-width:28px;height:28px;background:#032D42;color:#63DF4E;border-radius:50%;display:flex;align-items:center;justify-content:center;font-weight:700;font-size:12px;flex-shrink:0;margin-top:2px;} .sn-resolution strong{color:#044355;} 1 Understand the priority source. HR case priority is determined by HR Client Scripts (Reset priority on subject person change / Reset priority on opened_for change), not the standard Priority Lookup Rules. This is expected platform behaviour. 2 Verify field population. Confirm whether the opened_for or subject_person fields are populated. Populating either field triggers the client scripts to evaluate VIP status and apply the appropriate default priority value. 3 Check the VIP priority system property. Navigate to System Properties and locate sn_hr_core.hr_vip_default_priority. Confirm the value is set correctly for VIP users — if the opened_for or subject_person user is flagged as VIP, this property value is applied directly. 4 Review the default dictionary value for Priority. If no VIP is detected, priority falls back to the default dictionary value for the Priority field on the HR Case table (sn_hr_core_case). Go to System Definition › Dictionary, filter by table sn_hr_core_case and field priority, and verify the default value matches your org's expectations.