Make comments mandatory when state changes in incident

[Luke James]

Hi All, 

I have the following requirement. 

I am mandated to update the Additional Comments field when:

• I move an Incident into Cancelled state
• I move an Incident from On hold into In Progress state for On hold reason Awaiting Caller
• I move an Incident from Resolved to In Progress

How would be best to do this in ServiceNow? I thought UI policy, but how would a UI policy manage the changing of the states? 

Kind Regards, 

Luke

[rashijain82]

After state is saved to cancelled still it is showing mandatory.