Create custom data lookups

Creating custom data lookups involves adding a lookup value, creating the definition, and activating data lookup.

Create a custom data lookup table

Create a custom table to store lookup data.

The custom table must extend the Data Lookup Matcher Rules [dl_matcher] table. For example, this custom lookup table stores information about VIP callers and incident assignments.

Table 1. Custom data lookup table
Field Sample value
Label VIP Caller Lookup
Table name u_vip_caller_lookup
Extends base table dl_matcher
Create new module True
Add module to menu System Policy

Add a data lookup value to the data lookup table

The columns of a data lookup table contain both matcher and setter field data.

About this task

Each data lookup is a query that searches for a row containing values that match the matcher fields. The data lookup then returns the value listed in the setter fields. For example, this Priority Data Lookup [dl_u_priority] table lists the combinations of impact and urgency (matcher fields) that produce a particular priority value (setter field).

Table 2. Lookup table
Matcher fields Setter field
Impact Urgency Priority
1 - High 1 - High 1 - Critical
1 - High 2 - Medium 2 - High
1 - High 3 - Low 3 - Moderate
2 - Medium 1 - High 2 - High
2 - Medium 2 - Medium 3 - Moderate
2 - Medium 3 - Low 4 - Low
3 - Low 1 - High 3 - Moderate
3 - Low 2 - Medium 4 - Low
3 - Low 3 - Low 5 - Planning


  1. In the navigation filter, enter the name of the new custom lookup table. For example, enter u_vip_caller_lookup.list.
  2. Configure the list and create new fields, as appropriate. For this example, create the following new fields:
    Table 3. New fields
    Name Type Field length or Table to reference
    Caller Reference User [sys_user]
    Priority Integer
    Assignment Group Reference Group [sys_user_group]
  3. From the table list, click New and enter appropriate matcher and setter field values. For example:
    Table 4. New matcher and setter field values
    Matcher field Setter fields
    Caller Priority Assignment Group
    Beth Anglin 2 VIP Issues
    Fred Luddy 1 VIP Issues
    Custom lookup values
    Note: Each row in a data lookup table must be unique.

Create a data lookup module

You can create a module for data lookup so it appears in the instance application navigator.

  1. Navigate to System Definition > Application Menus, then select an application to add the module to.
  2. In the Modules related list, click New.
  3. Configure a module for the data lookup table you created using the following properties. For more information on creating a data lookup table, see Add a data lookup value to the data lookup table.
    Table 5. Module properties
    Property Required value
    Table Select the data lookup table you created in Step 2. For example u_vip_caller_lookup.
    Link type List of Records
  4. Click Submit.

Troubleshooting data lookup

If the custom data lookup definition rules are not behaving as expected, check for certain conditions.

  • Verify that the data lookup definition is set to run on the appropriate events.
  • Verify that the matcher field is not read-only. Since users cannot change read-only fields, user interactions cannot trigger an on form change event for read-only fields.
  • Verify a client script is not changing a field value. Client scripts can trigger Run on form change events even on read-only fields.
  • Verify that the data in the matcher table is correct.
  • If the lookup requires an exact match, verify that there is a matcher table row for each possible combination (including blank values). The lookup fails if cannot find a matching value.
  • Verify that you have not created a recursive rule, such as:

    If Field A = 1, then Field B =2. If Field B = 2, then Field A = 2