Create Incident using closed interaction in SOW

[skhatri3]

Hi,

Currently when an Interaction is closed, I want to Create Incident/Create Request through that closed interaction however when I am clicking on Create Incident/Create Request, its validating the mandatory fields and giving error 'The following mandatory field are not filled' once I filled the mandatory fields like Assignment group(for a specific group), short description and again I clicked on Create Incident/Create Request, I am getting data policy error.

Can anyone guide how that when I enter mandatory value and select (specific Assignment group users) can create an Incident or a Request even after the Interaction has been closed. The system should automatically link the newly created Incident/Request to the originating Interaction, ensuring continuity of records and reducing manual overhead.

Attached the screen shot of error.

Thanks

Saurabh

[Ankur Bawiskar]

@skhatri3 

it worked for me after filling mandatory field

Any custom data policy is there? did you check?

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[skhatri3]

@Ankur Bawiskar Yes there is a data policy so that once the interaction is closed core field must not change, also I checked 'Create Incident' UI Action button on Interaction table.

[Ankur Bawiskar]

@skhatri3 

but you are not changing those fields so that data policy should not run

[skhatri3]

There are 3 mandatory field interaction type, short description and assignment group. Out of which interaction type and short description is enable in closed interaction. When I am click on Create Incident on closed interaction the remaining assignment group filed which was grayed out earlier now enabled. so after entering values in all the three fields when I click on Create Incident. Its giving me data policy errro.