caller_id remove mandatory

[plallema]

Wanting users to be able to look up Caller_id in incidents and have the information sent to corresponding fields, rather then having the reference table fields on the form. In doing this i need to make the caller_id field not mandatory. I go into the dictionary of caller_id and uncheck the mandatory field however when I open an incident it still remains mandatory. I searched through Business Rules, Client Scripts and UI Policies and can't find the culprit. I eventually wrote a UI Policy that removes the mandatory successfully, but for my better understanding I'm trying to figure out what is making it mandatory? Any hints or tools i can use to show what makes this field mandatory?

[geoff3 · Accepted solution]

It has to be either:

1. the Dictionary (which you already checked)

2. a UI Policy: Search the sys_ui_policy_action table for all entries where the field is caller_id. This will show you all the UI Policies that affect the Caller ID field.   The only one that comes up for me is "Make fields read-only on close".

You can also search for all UI Policies where the Execute if true or Execute if false fields contain "caller_id" (for UI Policies that run scripts).

3. a Client Script: Search for all Client Scripts where the Script field contains "caller_id".

[Michael Fry1]

Maybe you can use Field Watcher to figure it out:

http://wiki.servicenow.com/index.php?title=Field_Watcher

[plallema]

Thanks it was a UI Policy that was making other fields visible and also made the caller_id not mandatory, since the 'reverse if false" was checked it would default to being mandatory.