Make Work Notes a required field on Incident Re-assignment

[Midori_Cakes]

Hello,

I am very new to ServiceNow and was wondering if someone can help me. I would like to make work notes a required field when an Incident is re-assigned to another group. I would like to stop the incident from getting re-assigned until the work notes has been filled out. I went to client script and added the following script below. When I test it, the message "Please Add Work Notes When Reassigning" comes up however the incident still gets re-assigned to the group. I need to stop it from getting re-assigned without notes. Can someone help me fix the code? 

NOTE: I am trying to achieve a similar result when a required field is not filled out. The incident should stay with the user until that requirement is fulfilled before it goes away. 

Thank you!!

Here is the code I used:


function onSubmit(control, oldValue, newValue, isLoading, isTemplate) {

   if (isLoading || newValue === '') {

      return;

   }

   g_form.setMandatory("work_notes", true);

    g_form.addErrorMessage("Please Add Work Notes When Reassigning");

}

[SAI VENKATESH · Accepted solution]

Hi @Midori_Cakes ,

You can write an Onchange client script on assignment group 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
   if (isLoading || newValue === '') {
      return;
   }
   var assignment_group = g_form.getValue('assignment_group');
   if (assignment_group !== '' && oldValue !== newValue) {
      g_form.setMandatory('work_notes', true);
   }
}

Thanks and Regards

Sai Venkatesh

[Maddysunil · Accepted solution]

@Midori_Cakes 

If you are using onSubmit client script, then onSubmit client script runs when the form is submitted, but it doesn't directly prevent the form submission, you need to return false as well, below is the modified script:

function onSubmit() {
    // Check if work notes field is empty
    if (g_form.getValue('work_notes') === '') {
        // Display error message
        g_form.addErrorMessage("Please Add Work Notes When Reassigning");
        // Cancel form submission
        return false;
    }
    // If work notes are filled out, allow form submission
    return true;
}

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks

[SAI VENKATESH · Accepted solution]

Hi @Midori_Cakes ,

You can write an Onchange client script on assignment group 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
   if (isLoading || newValue === '') {
      return;
   }
   var assignment_group = g_form.getValue('assignment_group');
   if (assignment_group !== '' && oldValue !== newValue) {
      g_form.setMandatory('work_notes', true);
   }
}

Thanks and Regards

Sai Venkatesh

[Midori_Cakes]

Thank you so much. I didnt realize I can do the onChange. I thought when I select this option, the message will come up when I make the change but will still let me forward it on. I really appreciate the assistance.

[Maddysunil · Accepted solution]

@Midori_Cakes 

If you are using onSubmit client script, then onSubmit client script runs when the form is submitted, but it doesn't directly prevent the form submission, you need to return false as well, below is the modified script:

function onSubmit() {
    // Check if work notes field is empty
    if (g_form.getValue('work_notes') === '') {
        // Display error message
        g_form.addErrorMessage("Please Add Work Notes When Reassigning");
        // Cancel form submission
        return false;
    }
    // If work notes are filled out, allow form submission
    return true;
}

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks

[Midori_Cakes]

Thank you so much! This is exactly what I wanted. I really appreciate the response.