Making Worknotes mandatory when changing assignment group in any state of catalog task .

Chaithu3
Tera Contributor

VERY IMPORTANT..  URGENT..!!

Whenever an assignment group is changed in any state(i.e. open , work in progress , blocked , pending , onhold , close complete , close incomplete , close skipped) worknotes should be mandatory . User should provide reason for assignment group change.

Please create a new new business rule on Catalog Task table(sc_task ) which runs on update call .
Below are the filter condition for BR
State is Anything and Assignment group changes
worknotes should be mandatory.

 

ANYONE PLEASE HELP ME WITH A CODE IN BUSINESS RULE

@Ankur Bawiskar  @Pradeep Sharma 

1 ACCEPTED SOLUTION

P-Rudenko-SN
ServiceNow Employee
ServiceNow Employee

So let me explain to you what my first script does. The code is triggered, once you set the NEW value into the assignment group. It checks the following:

IF the new value of 'Assignment Group' is different than the old value (the one was there when the form is loaded) AND the 'State' field is 'Open/Work in Progress/Pending' then it makes the 'Work notes' field mandatory. Please NOTE: if you changed the assignment group, set the status to 'Open/Work in Progress/Pending' and the work note became mandatory, then IF you do not submit the for but try to change the state to not of these there above (let's say 'Closed complete'), then, OF COURSE, the work notes will REMAIN to be mandatory because the 'Assignment group' is still other then it was when the form is loaded.

You cannot expect the 'work_notes' field to be set back to the optional if you change the state to another one BUT the Assignment Group field contains the new value. You have to save the ticket and afterward change it to the new state. The client script is constantly checking the assignment group field. This is its nature, otherwise, you can't control the change of assignment group field. I hope it now finally makes sense.

 

View solution in original post

28 REPLIES 28

It will work for your use cases just try it out and see it is solving your issue your not.

 

Thanks

Sourav

Dear Chaitu, please try to apply the client script I've suggested. All the scenarios you explained must be taken into account. Please let me know if this works for you.

Thanks.

P-Rudenko-SN
ServiceNow Employee
ServiceNow Employee

Please try the following 'OnChange' script:

field 'Assignment Group', table 'sc_task'

   if(newValue != oldValue) g_form.setMandatory('work_notes');

 

@Chaithu would you please let me know if my solution works for you?

P-Rudenko-SN
ServiceNow Employee
ServiceNow Employee

@Chaithu Please let me know if I have answered your question.

If so, please mark an appropriate response as correct & helpful so that this thread can be closed and others can be benefited from this.