Incident Closure via REST API Fails with "Cause code" Mandatory Data Policy Exception

[meena eethakatl]

Hi Team,

We are facing an issue while resolving Incidents through the ServiceNow Table API.

When updating an Incident to the Resolved state via a REST API PUT request,

we receive the following error:

{

"error": {

"message": "Operation Failed",

"detail": "Data Policy Exception: The following fields are mandatory: Cause code"

},

"status": "failure"

}

Show more lines

reuqets payload - 

{

"work_notes": "testing",

"incident_state": "6",

"close_code": "Solved",

"close_notes": "testing",

"u_cause_code": "Application - Caused by Change",

"u_solution": "resolved"

}

Observations:

• The Cause Code field is being passed in the API payload.
• The Incident can be resolved successfully from the UI.
• The issue occu
• rs only when resolving through the REST API.
• A Data Policy is enforcing Cause Code as mandatory.

how to fix it

[Mark Manders · Accepted solution]

Validate that the cause code you are sending is correct. From the looks of it, it's a custom field, so not sure if it's a string or a choice field. If it's a choice field, make sure it's the correct VALUE of the choice (not the LABEL). 

[meena eethakatl · Accepted solution]

Yes, u_cause_code is a choice field, and we are passing a valid value in the API payload. However, the value is not being updated in ServiceNow, and we continue to receive a Data Policy Exception stating that Cause Code is mandatory. how to fit it

[Mark Manders · Accepted solution]

Validate that the cause code you are sending is correct. From the looks of it, it's a custom field, so not sure if it's a string or a choice field. If it's a choice field, make sure it's the correct VALUE of the choice (not the LABEL). 

[meena eethakatl · Accepted solution]

Yes, u_cause_code is a choice field, and we are passing a valid value in the API payload. However, the value is not being updated in ServiceNow, and we continue to receive a Data Policy Exception stating that Cause Code is mandatory. how to fit it

[Tanushree Maiti]

Hi @meena eethakatl 

Check the Data policy condition which is triggering for u_cause_code at servicenow end.

Check if the data policy has other conditions as well (like  triggering when state /incident_state transitions to Resolved or Closed) . 

In that case in the  update API payload, you have to send other value like state  along with u_cause_code  etc.

[Ankur Bawiskar]

@meena eethakatl 

As mentioned by Mark, please validate the choice value in the payload you are sending

Please let us know if that resolves the issue