Catalog Task mandatory variables

[mah1]

Washington DC Patch 2 Hotfix 1

We set up a service catalog to allow users to request resources from other IT groups to be assigned to change tasks.

When the service catalog is submitted, variables for resources are made visible and set as mandatory.

If the user opens the catalog task and tries to close it without populating the resource variables, the task is not closed and an error message is displayed regarding the mandatory variables. The user can populate the variables and close the task.

However, if the user instead opens the requested item, the catalog tasks are displayed in a related list. If the user closes the task from the related list, the task actually closes even though the mandatory variables are empty.

We tried creating a 'before update' business rule to prevent this from happening. The business rule seems to function appropriately when the user tries to close the task from the catalog task related list on the requested item. If the user tries to close the task from the catalog task form without assigning resources, the error message is displayed; the state shows as closed complete but is not saved. Then the user is kind of stuck. They need to close and reopen the catalog task and need to populate the resource variables, Save, then Close Task.  This process is viewed as awkward and problematic because it requires a Save prior to Close Task.

We need to make the resource variables mandatory on closing the task regardless of the way the task is closed; that is, from both the catalog task form and from the related list on the requested item.  However, we don't need resources assigned unless the task state is closed complete.

Any suggestions would be appreciated.

Thank you!

[Sandeep Rajput]

@mah1 Do you have any client script/UI Policy applied on the Catalog task form which checks if the mandatory fields are filled in or not. If no such UI Policy/on Submit Client script exist then I recommend you to create one to check the mandatory fields and then allow the form submission.

Please refer this article https://www.servicenow.com/community/now-platform-blog/what-is-the-best-way-to-make-catalog-task-var... to make the variables mandatory on the form. 

[mah1]

we have a catalog ui policy on the catalog item that makes the resource fields visible and mandatory

[Zach Koch · Accepted solution]

If your use case for the form works correctly, and the Related list is the only issue, then you could create an onCellEdit script to prevent the changing the State field from a related list. If you want to go the business rule route, you can do what you are currently doing, but make sure to refresh the page when preventing the save.

[mah1]

i don't think removing the ability to close the task from the related list is an workable option here unless we can restrict it to this specific catalog item. that option is heavily used with other catalog items.