Make comments mandatory when incident state changes resolve to reopened in service portal

[Srilatha Vadlam]

Make comments mandatory when incident state changes resolve to reopened in service portal.
here I am adding a image.

Here there is a action button we can open incident state to reopen here. 

Please suggest your solution.

[nityabans27]

To make comments mandatory when Incident state changes from "Resolved" to "Reopened" in Service Portal, use a UI Policy + Client Script combo:

---

✅ Solution

1. UI Policy on incident table

• Condition: State changes from Resolved to In Progress (or appropriate "Reopened" state)

• Set Additional Comments → Mandatory

2. Client Script (type: onSubmit, UI Type: All)

function onSubmit() {
  if (g_form.getValue('state') == '2' && g_form.getValue('state').changedFrom('6')) {
    if (!g_form.getValue('comments')) {
      g_form.showFieldMsg('comments', 'Comments are required when reopening', 'error');
      return false;
    }
  }
  return true;
}

Replace 2 = In Progress, 6 = Resolved as per your instance state values.

[Srilatha Vadlam]

Changes is not available in UI Policy.
Could you please help me on this

[Srilatha Vadlam]

Hi Nitya,

I tried it is not working, could you please help me any other way

[nityabans27]

To make comments mandatory when an Incident is reopened (Resolved → In Progress) in Service Portal, you need to work around how the Service Portal doesn't always handle onSubmit scripts reliably — especially when it comes to changedFrom() logic.

---

✅ Approach That Works in Service Portal

1. Create a hidden field

• Add a new hidden field to the incident table. Call it something like state_changed_from_resolved (type: true/false).

• Set default value: false.

---

2. Business Rule (Server-side)

• Create a before Business Rule on the Incident table:

if (current.state == 2 && previous.state == 6) { // 2 = In Progress, 6 = Resolved
   current.state_changed_from_resolved = true;
} else {
   current.state_changed_from_resolved = false;
}

This marks the record when transitioning specifically from "Resolved" → "In Progress".

---

3. UI Policy

• Table: incident

• Condition: state_changed_from_resolved is true

• Action: Make comments field mandatory

✅ Note: In Service Portal, comments refers to "Additional Comments", not "Work Notes".

---

4. Client Script (optional validation backup)

• Type: onChange, Field: state

function onChange(control, oldValue, newValue, isLoading) {
  if (isLoading || newValue != '2' || oldValue != '6') return;

  g_form.setValue('state_changed_from_resolved', true);
  // This ensures the UI policy kicks in real-time
}

---

⚠ Why previous Didn’t Work

• changedFrom() doesn't work client-side in Service Portal.

• g_form.getValue('state').changedFrom('6') is invalid JS — getValue() returns a string, not an object.

• SP does not enforce onSubmit the same way classic UI does.