Configure INC form to make fields mandatory at all times for any INC record
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10-07-2019 01:07 PM
I am doing ITSM (Madrid) simulator and need help in understanding what I am missing to complete/validate the Configure INC form task.
I need details to help me learn and understand since I haven't done this successfully over the past week.
I remember trying UI Policy and UI Actions but wasn't able to get credit for the first step listed below (I think I received credit for the second part of this task):
We want the category and subcategory (add to the form) values to be updated so that the exact type of call is recorded and this can be later be used in reports to establish trends.
1. Set the following fields mandatory AT ALL TIMES for ANY incident records: (3 of the fields are used on other tables which we DO NOT want to impact, what override method should be used to make these mandatory only for Incident?)
- Caller, Category, Subcategory, Configuration item, Assignment group and Short description.
2. Set Assigned to mandatory for all States values except "New" or "Canceled" (is not one of...)
Thank you
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10-07-2019 02:37 PM
Hi Dave,
You get a few choices. The absolute way to make the fields mandatory for incident is to set that flag in the table definition. I suspect what they are looking for is for you to create data policies to do what you want. Here's the link to the documentation.
Hope that helps.
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10-07-2019 03:02 PM
I need more detailed help...I tried doing this too, but don't understand it. If you could provide solution and then explain it a bit better than the documentation for me?
I am trying to self learn on the coding side and need help in my learning.
Thank you.
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10-08-2019 05:12 AM
There is no coding needed to accomplish what you need. Yes you could get this done with a bunch of code, it's not worth the trouble.
Data policies are a super set of UI policies. UI Policies are applied at the user interface level so each form would need a UI Policy(s) to accomplish what you need. Data Policies are applied at the table level, so one policy will cover all forms on that table.
The idea is to define a set of conditions which when met trigger the policy into action. In a data policy you can make a database field mandatory or read only. A UI Policy will also let you "hide" a field (visible = false). The way that either works best is to make sure that you check the reverse if false box. That way you don't have to worry about turning them on and off.
Here are the examples. For reference, I'm using my dev instance. I've added fields to the table so don't let fields you don't recognize throw you off. Also we have the instances configures so that both save and submit show up as UI Actions.
I went to any incident and right clicked on the header bar to get this. (You can get the same by clicking on the zebra stripes top left (not shown) or on the zebra stripes on a column heading in list view.
When I selected Data Policies, I simply hit the new button at the top of the list and completed the form as follows
Since this will apply in all cases, there are no conditions. When I hit save, the Data Policy Rule related list becomes visible.
This is where you can define how this policy will impact the various fields. Again I hit New. Which showed me the following:
Leave the table alone, use the drop down to select the field and set Mandatory to true. To save yourself a bunch of mouse clicks and time, hit save. That will leave you on the page. From there you can simply change the field name and hit Insert and Stay for each field that will be part of this policy.
When you've entered all the fields, click insert to save the last one and you'll come back to your main policy page which will look something like this.
And you're good to go on this one.
To do the assigned to, create another Data Policy with this set up
The key difference here is that we set the conditions that State is not New and State is not Cancelled. After saving, just create another Data Policy Rule in the related link that sets Assigned To to Mandatory = true. Having the Reverse if False box checked will take care of not making it mandatory for new or cancelled incidents.
That's all there is to it. If you want to accomplish the same selectively on certain forms, use UI Policies.
Hope that helps.
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10-08-2019 06:05 AM
Thank you for your reply, but the response is not updating in the simulator as validated.
In the first task it mentioned that 3 fields are used on other tables and need to be made mandatory only for their use on INC. Does that change the solution you explained above?
I am not sure where or what to look for on this?