On hold comments required

[Cat]

Hi All,

I have a UI Policy which makes the additional comments field mandatory for tickets assigned to the Service Desk:

I also have a Business Rule, which sets the ticket state to "In Progress" when the assignment changes from or to the Service Desk:

The issue I'm having is that if a ticket is set to On Hold Awaiting caller and assigned to, say, Infrastructure Team, it still forces them to fill in the additional comments if they are assigning it to the Service Desk, even though it then changes the state to In Progress once saved (therefore not requiring additional comments).

Is there a way for me to change this so it can do what I want to achieve? There may not be a way, but thought I'd ask the question. This scenario is unlikely to come up anyway!

[Venky Kshatriy2]

Hi @Cat  Please verify if there is an out-of-the-box policy that requires comments to be mandatory whenever the state changes to "On Hold" and the hold reason is "Awaiting Caller."

[PoonkodiS]

Hi @Cat 

client side (ui policy) runs before the business rule (server side)

for your requirement, can you change to data policy

Regards,

Poonkodi

[Cat]

Thank you! This seems to be very close, although now it won't allow work note to be added if nothing is in the additional comments.

Is there a way to make this only run when the on hold reason "changes to" awaiting caller?

[PoonkodiS]

If i am not wrong ,additional comments is not mandatory.If yes, check this checkbox