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

[Ehab Pilloor]

Hi @nameisnani,

You can make a copy of OOB UI Action Reopen and make the change from comments to work_notes in the script.

Override OOB Reopen with this UI action and you should be good. I have checked in PDI, it works as per your requirement.

Note: I have suggested to make a copy and override OOB since the said UI action is high risk file that can be updated in future release.

If this information proves useful, kindly mark it as helpful or accepted solution.

Regards, 

Ehab Pilloor

[Bhavya11]

Hi @nameisnani ,

It would require to modify the UI Action.

Goto UI Action open 'Reopen' action and instead of comment make work note mandatory 

[pururavasin]

Hello, 

You can include the following script in the *Reopen* UI action and test:

function onClick() {

    // Check if the Incident state is being set to "Reopened"

    if (current.state == 2) { // Assuming '2' is the value for 'In Progress'

        // Validate if Work Notes are empty

        if (current.work_notes == '' || current.work_notes == null) {

            gs.addErrorMessage('Work Notes are mandatory when reopening an Incident.');

            current.setAbortAction(true); // Prevents the record from saving

        }

    }

}

Thank you.

[nameisnani]

@pururavasin could you please provide complete steps