In this case, the location field would be first the caller field wouldn't be populated first. I want the caller ID field populated manually so that we have visibility and reporting on how many of these incidents we're getting. The hangup is, once I manually type in the caller and hit tab, it erases the location and the caller field is pink.

I apologize for the confusion but, I only mentioned the caller ID field populating the location field because there's some type of action/rule happening there and I wanted you to be aware of it. When we input a location, it sorts the caller field for us so we only get users from that location but if the caller doesn't know the location they're at, we can find their username and then it will grab that attribute and place it in the location field. Does that make sense?

The end goal to reiterate, is when location ='s "new ui policy" the caller field should no longer be mandatory. Which by definition works, as you can see by the screen shot up above...but, once I tab out, something is happening and it's breaking my policy.

The user field works just fine outside of this policy. This policy is only set to run when the location is specific. See below.

Based on what you tell me Ben, I understand what's happening. The location field is filtering the caller field down.

When you type in a user, it's looking up the location via a client script. My guess is that the user doesn't have a location, which is triggering the filter again and saying "That user doesn't have a location, so it's not a valid entry."

If you can verify the user being selected has a location, that should do it. If not then these two requirements may be mutually exclusive.

That's the catch right...the user isn't in our system, that's why I wanted it to no longer be mandatory but still a field that the technician could fill in. We can have reporting on the location still "How many incidents for location X" and then see the manually populated name if we needed to search for a certain call.

So, can I bypass that client script or say "don't run when location ='s X"

I see one client script that may pertain:

Chuck, I don't know if that's creative thinking in a good way or just my lack of platform knowledge.

Thank you though, I'll work on the script and see what I can make work!