how to make fields mandatory for all INC w/override method for certain fields

[davematz]

I am working in the NOW Learning module for Madrid version and need help learning what to do for this issue.

Configure Incident Form

We want the category and subcategory (add to the form) values to be updated so that the exact type of call is recorded and this can be later be used in reports to establish trends.

1. Set the following fields mandatory AT ALL TIMES for ANY incident records: (3 of the fields are used on other tables which we DO NOT want to impact, what override method should be used to make these mandatory only for Incident?)

  - Caller, Category, Subcategory, Configuration item, Assignment group and Short description.

2. Set Assigned to mandatory for all States values except "New" or "Canceled" (is not one of...)

I have resolved and validated # 2, but need help in solving # 1.

Please let me know where and what I need to do to complete task # 1.

My failed attempts at # 1:

• I went to the Incident Form Design and made all field mandatory, but it wouldn't validate.
• removed mandatory from Caller, Configuration item, Assignment group; but again wouldn't validate
• went to configure dictionary for Caller and made mandatory, but that wouldn't validate
• went to system definition > dictionary > NEW to create new entry and this didn't validate either (table = incident, type = reference, column label = Caller, active = true, mandatory = true, Reference specification > reference = User)

Thank you.

[Prateek kumar]

You would need a UI policy to make them mandatory on load and at all times.

https://docs.servicenow.com/bundle/newyork-platform-administration/page/administer/form-administrati...

[davematz]

Can anyone help me with my original post?  I am trying to redo the simulator, but don't know how to solve the first part for the 6 fields mentioned.

I've read the dictionary override, but when the docs site tells me to 

Procedure

1. Navigate to System Definition > Dictionary.
2. Open the record for the field.
3. In the Dictionary Overrides related list, click New

I am unable to find the Dictionary Overrides related list.

Please list the specific steps I need to do to solve for the 6 fields

[davematz · Accepted solution]

I finally figured this out.

For Configuration Item, Assignment Group and Short Description:

1. System Definition > Dictionary
2. Filter by column_name = cmdb_ci and Table = task
3. open record
4. go to related lists for dictionary overrides
5. new entry for incident table and set override mandatory = true
6. update record
7. repeat for assignment_group and short_description columns

For Caller, Category, Subcategory:

1. Incident > Open; open any record
2. Context menu: Configure > Form Design
3. add subcategory field to form below category field
4. edit field properties to make mandatory true
5. repeat step 4 for caller and category field properties

Validate task in the Now Learning simulator to make sure the task is 100% validated.

[Ankit_Sawalkar]

Please validate you have set the Assigned to UI Policy condition(s) apppropriately. Hint: Consider u...

[Arianne_Snow]

I followed these steps but still not validating those fields