Clearing mandatory fields

[scottjus82]

Hi,

We have various hidden fields that become active and mandatory on certain status changes (resolved, assigned to 3rd party etc) if someone has selected the status by mistake when they switch to the correct status the fields stay mandatory and the user has to come out of the ticket without saving and go back in. Any ideas on how to resolve this?

[Bhavesh Jain1]

The Reverse if False Checkbox of UI policy is created for this purpose. See Creating a UI Policy - ServiceNow Wiki

If the state changes back, the field becomes non mandatory   as it was made mandatory by the UI policy.

In case you are making the fields mandatory using client script, you will need to write an else condition to make it non mandatory again.

g_form.setMandatory(<field_name>,false);

[scottjus82]

Hi,

So there are only a couple of fields that wont reset, one of which

controlled by a client script and does end with the g_form script. full

script is included below. The vendor action field become mandatory when

assigned to a specific vendor, if I re-assign it remains mandatory. I will

look into the other fields that do not clear and come back to you both.

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

if (isLoading || newValue == '') {

return;

}

//Type appropriate comment here, and begin script below

//var vendorAction = g_form.getValue('u_vendor_action');

//alert(newValue);

//alert(oldValue);

var assGroupDisplay = '';

var oldAssGroupDisplay = '';

var sccCompany = g_form.getValue('u_vendor_company');

//var oldassGroupDisplay = '';

var gr = new GlideRecord('core_company');

gr.query('sys_id',newValue);

while (gr.next()){

assGroupDisplay = gr.name;

}

var gr1 = new GlideRecord('core_company');

gr1.query('sys_id',oldValue);

while (gr1.next()){

oldAssGroupDisplay = gr1.name;

}

if ((assGroupDisplay != 'SCC Engineering' && oldAssGroupDisplay ==

'SCC Engineering' && sccCompany != '') || (assGroupDisplay == 'SCC

Engineering' && oldAssGroupDisplay != 'SCC Engineering' && sccCompany

!= '')){

g_form.setMandatory('u_vendor_action', true);

}else{

g_form.setMandatory('u_vendor_action', false);

}

}

[Pradeep Sharma]

Hi Steve,

Can you please confirm how are you setting fields mandatory?

Based on the conditions only "UI Policy" are applicable to the form.

Kindly go through the below wiki link

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

Please let me know if you have any questions.

Thanks

Pradeep Sharma

[scottjus82]

Hi,

The other fields that do not reset are the closure code and closure notes

when setting a ticket to resolved. These are controlled by a UI action and

the reverse if false is ticked. Oddly if I open a new ticket and resolve

and then set the state back to new it clears the mandatory fields. if I

resolve a ticket that is open the mandatory flag does not reset. Your

thoughts would be appreciated.