Mandatory additional comments when state changes from New to In Progress

[Steven Lloyd]

Hi All,

I was looking for some assistance on making additional comments a mandatory field when a user is looking to change the state of an incident from New to In progress, I have looked at a few discussions on this, but no resolution as of yet. I have tried to route of UI Policies etc, but just unable to nail down any real progress on this. If anyone has any suggestions it would be greatly appreciated. 

Thanks

[Anurag Tripathi]

Hi Steven,

Here is a sample for you. Hope this helps.

Try to build on the same pattern for your table and post here if it doesn't work

[Steven Lloyd]

Hi,

Thank you for the quick response. I have replicated this within my PDI. The issue seems to be that the user can change to "In Progress" but this doesn't force an additional comment. Until the user tries to go back into the incident and press save, in which, it will then become mandatory.

I hope that makes sense

[Sohail Khilji]

@Steven Lloyd ,

Ui Policy can do the job too, but at this case i suggest you to use Onchange Client script. Something like this..

if(oldValue == 'new' && newValue == 'inprogress') { //update the value accordingly 

g_form.setMandatroy('comments', 'true'); //update field value

}

I hope this helps....

[Arun_S1]

@Steven Lloyd I think you have already created an UI Policy as mentioned by @Anurag Tripathi but thats not working as expected.

This could be because there is an OOTB UI Policy which makes the additional comments field mandatory when the State is on-hold and the on-hold reason is "Awaiting Caller" and the reverse if false checkbox enabled in the OOTB UI policy is contradicting with your UI Policy.

Kindly change the order of the UI Policy you have created to something greater than the order mentioned in the OOTB UI Policy. This should solve your issue.

Please mark the appropriate response as correct answer and helpful.

Thanks!!