Making Assignment Group field mandatory when creating an incident from an interaction record

[Arijit Saikia]

From an interaction record in Service Operations Workspace, if I click on the Create Incident UI Action, I want to make the Assignment Group (for the Incident) field mandatory to be populated. What is the best way and is it advisable as its not a OOTB functionality. Currently incidents are getting created without an Assignment Group when creating them from interaction records.

I

[Ankur Bawiskar · Accepted solution]

@Arijit Saikia 

why not use UI policy to make it mandatory?

Determine if the new INC form got opened from interaction

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Arijit Saikia]

Hi @Shivalika how do I navigate to UI Builder SNC Record - Form Builder to create the UI policy. Thanks.

[Shivalika · Accepted solution]

Hello @Arijit Saikia 

Please go to the below link in your instance - 

https://<<INSTANCE-NAME>>.service-now.com/now/builder/ui/edit/components/a04c00820f901010a326b6ade77...

Kindly mark my answer as helpful and accept solution if it helped you in anyway. It would give me recognition for the efforts and also move this question from unsolved to solved bucket.

Regards,
Shivalika

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Ankur Bawiskar · Accepted solution]

@Arijit Saikia 

why not use UI policy to make it mandatory?

Determine if the new INC form got opened from interaction

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Arijit Saikia]

Thanks, how do I create the UI policy to determine if the new INC form got opened from interaction? Thanks

[Shivalika]

Hello @Arijit Saikia 

From my work on interactions and Incidents in virtual Agent, Live Agent. I have seen we attach incident to interaction in the related list. There is also "Interactions" related list in incident. So you can easily put condition if interaction is not empty. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY