Data Policy Exception: The following fields are mandatory: Incident Start

[lamariuca]

I complete all mandatory fields when creating a new incident, and I have the following error when I click "save and stay" or "save and exit"  and the INC is not submitted. 

Incident Start is a field that it is usually automatically populated after the incident creation , I do not have it while opening the INC, so the error does not make any sense.

[SriharshaYe]

Hi @lamariuca ,

The issue you’re encountering could be due to a few reasons related to the Incident Start field or its associated configurations in ServiceNow. Here's a step-by-step analysis and potential solutions:

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1. Business Rule or UI Policy Issue

• Cause: A Business Rule, UI Policy, or Data Policy may be incorrectly set up to validate or require the Incident Start field during record creation.
• Solution:
  1. Check for Business Rules on the Incident table:
     • Look for any scripts that validate the Incident Start field on the insert or update actions.
     • Ensure these rules are only triggered after the incident is created.
  2. Verify any UI Policies or Data Policies:
     • Confirm none of them mistakenly enforce the Incident Start field as mandatory before saving.
  3. If found, modify the condition to exclude the record creation step.

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2. Default Value or Auto-Population Misconfiguration

• Cause: The Incident Start field is configured to auto-populate, but the logic may not trigger correctly during the record creation.
• Solution:
  1. Check the dictionary entry for the Incident Start field:
     • Verify if a default value or calculation is defined.
  2. Examine any scripts or Business Rules responsible for setting the value:
     • Ensure the logic runs after the record is created and not prematurely.
  3. Test auto-population in another environment to confirm functionality.

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3. Client Script Interference

• Cause: A Client Script might be triggering validation unnecessarily.
• Solution:
  1. Check for Client Scripts on the Incident form:
     • Look for scripts that validate fields before submission.
     • Disable suspicious scripts temporarily and test again.

if my response is helpful . Mark the solution as helpful.