Make Resolution Information section visible only when incident/request created

Pandu3 · ‎05-10-2023

Hi Team,

I have a requirement , when incident/request created to related Case then only make visible resolution information section on case record. If incident not created then I need to make invisible entire resolution information section and if request created then I need to make resolution information section visible but under this section I need to hide "Resolution Code" field. Can anyone help me on this requirement . Thanks in advance.

Case have either Incident or Request only

KB18 · ‎05-12-2023

Dear @Pandu3

Please use the below :

1. Client Script On Load on the case request

Script Include - client callable

var checkParentExists = Class.create();

checkParentExists.prototype = Object.extendsObject(AbstractAjaxProcessor, {

getParent : function(){

var result;

var CaseSysId = this.getParameter("sysparm_parent");

var grRequest = new GlideRecord('sc_request');

grRequest.addQuery("parent", CaseSysId);

grRequest.query();

if(grRequest.next()){

result = "true";

}else{

result = "false";

}

return result;

},

type: 'checkParentExists'

});

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- Kailas

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KB18 · ‎05-11-2023

Dear @Pandu3

Please help me in case you have request field in the case form.

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- Kailas

KB18 · ‎05-10-2023

Dear @Pandu3

Please write another UI Policy with condition Request is empty

Write the script in the Execute if True

g_form.SetSectionDisplay('resolution_information', false) //give correct section name

Write the script in the Execute if False

g_form.SetSectionDisplay('resolution_information', false)

g_form.setVisible('resolution_code',false);

Please hit the thumb Icon and mark as correct in case I help you with your query!!!
- Kailas

Pandu3 · ‎05-11-2023

Dear @KB18 ,

Can you please guide me how to check the "Request is Empty" condition on case form through UI policy.

Thanks.

KB18 · ‎05-11-2023

Dear @Pandu3

As per your request, I believe you have request field (Refence field to sc_request table) in the Releated Record section in the case form. use that request field in the condition..

Please hit the thumb Icon and mark as correct in case I help you with your query!!!
- Kailas

Pandu3 · ‎05-11-2023

Dear @KB18 ,

FYI, I don't have any reference field on case level. I have only the related list.