Inactive UI Policy Running

[jcharbonnet]

Hello,

        I have a requirement to set the state field to be editable after setting a Customer Service Case to closed. There is a UI Policy that runs when the state is changed to closed, that locks all the fields on the form. I disabled the UI Policy "Read only fields when case is closed" to inactive, but it's still running. When watching the field and changing state, the UI Policy is reported in the debugged.

        On a related note, any new UI Policies are NOT running on the Customer Service Case table. I also tried editing "Read only fields when case is closed" to "Read only fields when case is closed1", and the debugger did not pick up the newly appended "1". I am working out of the "Customer Service" Application.

        Ideas?

[vipulsethi · Accepted solution]

Hi Jeffrey,

There are two ways you can check this.

1.If your instance is domain separated , please do check that Ui policy is not active on parent domain because sometime for child domains Ui polices will get overridden And there might be a chance that you have deactivated the UI policy on child domain but on parent domain that ui policy is still active.

2. When you debug the field , please click on the ui policy debug record and once its clicked you will be redirected to ui policy form which was running during debug, After that you can do the following

a) copy the sys_id of the record and search it by this filter "sys_id is ...."     in the ui policy module instead of depending on ui policy name, this will give you clarity which policy is running.

b) On ui policy form bring active field by form layout, check if its false or true.

Mark this correct, If   its helpful to you.

[jcharbonnet]

Thank you Vipul Sethi.

I am checking if our instance is part of a larger domain now...

But, I cannot do #2 above. The debugger record reads:

                            17:55:14 (053)UI POLICY - "Read only fields when case is closed"ReadOnly set to true

                            → UI POLICY - "Read only fields when case is closed"

The date/time nor the icon is a URL. There is only 1 policy named "Read only fields when case is closed" though and it is inactive.

I reached out to other team members and one claims that it's working expected for her. I'm asking her to elaborate.

I'll reply back here with the sub domain finding and her findings. Do you have any other suggestions at this time?

[Deepak Ingale1]

The another thing you might want to do is do perform cache refresh first for browser. Clearing cache of browser may help if browser is still having older 'active' version of javascript code loaded.

[jcharbonnet]

vipul sethi,

        Sorry for the late reply, but #1 in your answer was absolutely right. The global domain had the same rule and was overriding the UI Policy in our domain. Once they were both changed, things functions as normal. Thank you for your help!