Is there an OOTB setting which makes resolution notes mandatory when pressing resolved on CSM?

[JHughes62]

Hi, 

Is there an OOTB setting which makes resolution notes mandatory when pressing resolved on a customer service case, and gives the error message advising resolution notes must be completed before selecting resolve?

as per the below screenshot we are aware there is an OOTB functionality for the incident table, but is there one for the customer service case table. If not, what can we configure to enable this functionality on the case table?

[Fabian Kunzke]

Hey,

This is archievable with UI policies or data policies. In both cases you can create a new policy. Then add the desired state (in this case it would be "resolved") and make sure, that the policy sets the resolution code and note to mandatory.

This ui policy is present ootb on the incident table. Feel free to just copy it from there.

Regards

Fabian

[JHughes62]

Hi @Fabian Kunzke thanks for your reply.

We copied the "Make close info mandatory when resolved or closed" data policy that is on the incident table.

and when we tested on the customer service case table, we get the following error messages when trying to resolve the case:

Do you know why we are getting these error messages in this format, for example, it says close notes which is actually the backend name of resolution notes, also the invalid value on update error message. 

Are we missing an additional configuration, to ensure the 'Data Policy Exception:' part of the message does not appear, close notes should actually say resolution notes and invalid value on update message to not appear?

We would like it exactly how it works on the incident form:

[MattSN]

To get the messaging you are looking for you will need the UI policy. Look at Incident table for the UI policy "Make the field 'Additional Comments' mandatory when the On Hold Reason is 'Awaiting Caller'" as an example to borrow from.

[JHughes62]

We achieved the functionality by actually creating a new onSubmit client script as for some reason UI policies and Data policies did not work for us.

there was an out of the box client script which had the same functionality but for the propose solution and close case ui actions.

We took inspiration from that client script and created our own client script