How the resolution code before you close the ticket is working OOB same like How do it in RITM form

[mania]

Hi,

How the resolution code before you close the ticket is working OOB same like How do it in RITM form with the same functinality.

Can anyone please help the procedure or steps. It will be usefull.

Thanks!

[Sujatha V M]

@maniaResolution Codes are used to define how the Service Technician resolved the issue reported by the user and its majorly used in Incident module whereas a service request in the IT area consists of a formal request made by the client (user) to obtain one of the services offered by the department.

Generally its not recommended to be used in Requested Item records as they possess closure states like "Closed Complete, Closed Incomplete, Closed Skipped". Instead you can make the "Comments" mandatory and enter the details. 

If you still require it and if the below is your expectation? You might require onChange client script to make the field mandatory before closure. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[mania]

@Sujatha V M 

Thanks for responding!

I have created a new ui action button called Resolve on RITM form but i am trying to set the resolution field mandatory on once we click on resove button. 

Can you please help on this, It will be usefull.

Thanks!

[Sujatha V M]

@mania  Please modify as below, 

function resolveRITM(){
	var code = g_form.getValue('u_resolution_code');
	if(code == ''){
		g_form.setMandatory('u_resolution_code', true);
		g_form.showFieldMsg('u_resolution_code', 'Resolution code is mandatory while closing the request','info');
	}
	gsftSubmit(null, g_form.getFormElement(), 'resolve_ritm');
}
if (typeof window == 'undefined')
  serverResolve();

function serverResolve() {
  current.state == '3'; //Closed Complete
  current.update();
  action.setRedirectURL(current); //Stays on the same page
}

Result : Configured the UI action visibility only in "Work In Progress" or "Open" states and if the resolution code is empty [please change as per your requirement]

On click of "Resolve" button, it displays an info message and aborts the action. 

Setting the state to closed,

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.