Need help with a requirement on ServiceNow Problem Task [problem_task].

[nameisnani]

Hi Team,

Need help with a requirement on ServiceNow Problem Task [problem_task].

Requirement:

• When State = Assess (backend value: 152):
• Root cause (cause_notes) should be mandatory
  Proposed fix notes (fix_notes) should be mandatory
  Need users to complete the existing 5 Why questions in Root cause field
  Preferably block update if required fields are empty

Environment:
Table: problem_task
Fields: cause_notes, fix_notes
State backend value: 152

I have comfigured UI plocy for this 

while testing  root cause is not getting mandtory

can anyone please help me

What is the best approach to make cause_notes and fix_notes mandatory when State = Assess?

@Ankur Bawiskar 

Need your help here 

[Mark Manders]

The problem you have is that the field already has content. So making it mandatory doesn't do a thing. You already have the 5 Why in there. It's already filled, so the UI policy will always see it as 'true' when evaluating. You can simply save the record at any state.

Can you use an annotation to display the 5 Why, making the field itself empty (even though that can be tricky as well with HTML fields).

[nameisnani]

@Mark Manders  agree 

but other field fix notes - should work right , for that one also not working 

[Mark Manders]

Your question states:

It would be helpful if you would provide the entire issue. Did you check an any other UI policies, Data policies, Client scripts that could be in reverting your UI policy?

And that still doesn't fix the content of your Root Cause. Making a field with default content mandatory will never work.

[Tanushree Maiti]

HI @nameisnani ,

Before doing it , please analysis(feasibility study)  whether you should go for it. Reason being close code , cause note, fix note should be filled up during closure of the ticket. 

If you have justification , then its fine.

Regarding your issue -

UI policy (to make cause note,fix note ) is conflicting with other ui policy (not sure exact one) 's reverse if false criteria.

Use Data policy. It will work.

Screen shot from  Zurich PDI.