UI Policies- Incident table- unable to remove mandatory label

[LaasyaV71587518]

In the incident table- I have disabled all the UI policies, and yet the caller ID and short description are both still showing as mandatory. Any tips on how to fix this? 

[Bhavya11 · Accepted solution]

Hi @LaasyaV71587518 ,

Please check below to debug this

1. check  Dictionary (mandatory is true or not )

2. Goto  sys_ui_policy_action table for all entries where the field is caller_id. This will show you all the UI Policies that affect the Caller ID field.  

You can also search for all UI Policies where the Execute if true or Execute if false fields contain "caller_id" (for UI Policies that run scripts).

3.  Client Script: Search for all Client Scripts where the Script field contains "caller_id".

If this information proves useful, kindly mark it as helpful or accepted solution.

Thanks,

BK

[Ankur Bawiskar · Accepted solution]

@LaasyaV71587518 

Caller & Short Description are mandatory due to this OOTB UI policy.

once you disable that UI policy both fields will be non-mandatory

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ravi Gaurav]

Hi @LaasyaV71587518 

Due to OOTB UI policy caller and Short Description are Mandatory.. so If you need to change deactive it ..

[Nikhil Bajaj9]

Hi @LaasyaV71587518 ,

These field are mandatory OOB/ by default. Can you please let me know what is your requirement and why you want these fields to be non mandatory. Are you trying to do it on your PDI or in your official environment? 

As changing their behavior will cause data integrity issues in the existing and new incidents records. If you are doing it on PDI and just for learning purpose, it is ok else you need to check with your Architect before doing it in your official environment.

[pranita-24]

Please follow below steps;

UI Policies can only control form behavior, but dictionary settings (Mandatory = true) enforce the requirement globally.

 To fix this:

• Go to System Definition > Dictionary and open the field entry for caller_id and short_description.
• If you don’t want them mandatory, you’ll need to uncheck Mandatory (or use a Dictionary Override if you only want to change it for Incident).
• Also review if there are any Client Scripts, Data Policies, or Business Rules enforcing these fields.

That’s why the fields still appear mandatory even with all UI Policies disabled.

[Dhana3]

Hi @LaasyaV71587518 ,

The incident table is extended from task table. You can try checking if these configurations are inherited from Task table or no.