Enable Mandatory capture of reason in Work Notes when an incident is reopened.

[nameisnani]

Hi Team , 

can any one please help me on this requriement 

Enable Mandatory capture of reason in Work Notes when an incident is reopened.

request is to ensure that whenever an incident is moved from Resolved to In Progress that is reopened by the caller or operate team, the system automatically should prompt the user or operate team to enter the reason for reopening, which should populate in the Work Notes field.

The incident should not be allowed to transition from Resolved to In Progress unless the reopening reason is mandatorily filled.

current OOB behaviour - if we click on reopen ui action - ' additonal commentss ' getting mandtory .

can any one pllease help me here

[nameisnani]

@Bhavya11 @pururavasin @Ehab Pilloor 

Yeah i have already updated OOB script - but state is not moving to in progress .

reopened after state should move to inprogress

[Ehab Pilloor · Accepted solution]

@nameisnani,

The OOB script copy I made in PDI that is overriden on OOB is moving to In progress after work notes are filled and reopen is clicked again.

Regards,

Ehab Pilloor

[Ehab Pilloor]

@nameisnani 

I have attached the UI Action XML. Please Import it and check.

Regards,

Ehab Pilloor

[nameisnani]

@Ehab Pilloor 

please help here

water mark or prepopulated text inworknotes - ServiceNow Community

[Ankur Bawiskar]

@nameisnani 

the OOTB UI action makes comments mandatory while reopening

You can have either of these 2 approaches

1) update the OOTB UI action to make work_notes mandatory instead of comment

OR

2) create before update BR on incident and check work_notes is empty or not

BR Condition: State [Changes From] Resolved AND State [Changes To] In Progress

Script: check work notes is populated or not if not then abort the update

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏