Resolution notes in case form

[Krishna142]

Could someone tell me how to make "Resolution code" and "Resolution notes" of the Case form NOT mandatory?

I checked the UI Policies, but could not find the policy for that rule.

Regards

Krishna.

[ahefaz1]

@Krishna142 ,

There is a client script on the sn_customerservice_case table - "Validate Resolution Information (Case)".

You will need to deactivate it.

You will also need to make changes to the state flow associated with the Case table.

The state flow also checks if close_notes have been added to the case or not. I commented the code like in the screenshot and was able to make it work.

Please accept solution OR mark helpful.

[Robbie]

Hi @Krishna142,

Did you see my earlier response and solution? Essentially there are 2 areas where these values are set:

- Client Script: 'Validate Resolution Information (Case)'

- UI Policy: 'Show close notes if closed or resolved'

See my earlier response providing the screenshot of the UI Policy.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie