Incident form - Mandatory comment on cancellation

[Pradeepa Boopat]

As the Service Desk Manager, when an Incident is moved to Cancelled state, I would like an update of the Additional Comments fields to be mandatory so that the Caller is informed of exactly what has happened and why.

Please restrict the cancel field only to Incident Manager role

[Anurag Tripathi]

Below eg is for closed state but make changes for cancelled state the same way.

To make the caller mandatory you can create a Data Policy -> Navigate to Data policies

New

Create the data policy and add the action for comments to be true

[jessejaff98]

Hi, what would the conditions be on this data policy? 

[Anurag Tripathi]

State is cancelled

Don't run it on load

[Anurag Tripathi]

For 'Please restrict the cancel field only to Incident Manager role'

How does the user cancel an incident? is there a button he clicks ? If it is a button then you cna find that ui action and add the condition in it, something like below

gs.hasRole("<Role name>")