missing post button

[Devan1]

When working in an incident, the post button is missing when the additional comments are set to be a mandatory field.

According to the knowledge article:

https://hi.service-now.com/kb_view.do?sys_kb_id=c875999fdbcc4810414eeeb5ca961998&id=kb_article_view&sysparm_rank=1&sysparm_tsqueryId=2ddd490d1b25cc9cfff162c4bd4bcbac

This is still not behaving accordingly. The knowledge article states, "if the comments or work notes field is made mandatory using policies or client scripts, the Post button is removed from the Activity Stream".

So creating a new Dev instance on New York the only change made was to set the additional comments to always be mandatory, using the form designer. Doing so the post button will not be displayed regardless of the state or any other changes. Since this is done using the properties for the field it should not removing the post button. 

This seems to be a bug in the properties of the post button and not in the additional comments properties. The post button should be visible unless hidden by police or client scripts.

[Wendy12]

Hi Devan,

I, too, have this issue displaying in two upgraded instances (London to New York) and my NY developer instance. 

According to the KB article, this is working as designed.  However, if it is working as designed, I'd love to know how the Additional comment is supposed to be posted/saved if the Post button does not display once the field has been 'filled'.

Once the incident is set to On Hold - Awaiting Caller, are you able to 'post' the mandatory comment?

Cheers

Wendy

[Wendy12]

I've figured out a workaround.  In my developer instance, I assigned the ITIL role to Abel Tutor and impersonated same.   Open the incident, change to On Hold - Awaiting Caller. 

1. Enter the Mandatory Additional Comment
2. Tab out of the field
3. Save or Update the Incident.

Does this work for you?