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]

@Ankur Bawiskar @Ehab Pilloor 

when ever are opening the incident 

we need a water mark or pre populated text in the work notes 

how to achieve this requirment 

@Ankur Bawiskar @Ehab Pilloor 

Please help me here .

[Bhavya11]

Hi you can try something like this onload client script

function onLoad() {
   //Type appropriate comment here, and begin script below

var workNotes = g_form.getControl("work_notes");
if(workNotes) {
workNotes.placeholder = "Internal Notes for ITIL users. Not visible to customer.";
}

var comments = g_form.getControl("comments");
if(comments) {
comments.placeholder = "Shared with customer.";
}

}