Hi Roshini,

I tried your approach and was able to fix the OK button issue  (it was due to missing return in the dialog button / submission handling).

However, I’m still facing an issue with the record update part:

 Current Behavior

• Popup opens correctly 
• Validation works (empty reason is blocked) 
• On clicking OK → dialog closes 

 But:

 What I Observed

Even though the processing script runs, the RITM remains:

Looks like something is overriding or blocking the update.

function cancelRITM() {

    var dialog = new GlideDialogWindow('cancel_reason_dialog');

    dialog.setTitle('Cancellation Reason');

    dialog.setSize(600, 300);

    dialog.setPreference('sys_id', g_form.getUniqueValue());

    dialog.render();

}

<?xml version="1.0" encoding="utf-8" ?>

<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide">

<g:ui_form method="post" action="cancel_reason_dialog.do">

    <input type="hidden" name="sysparm_name" value="cancel_ritm" />

    <input type="hidden" name="sys_id" value="${RP.getWindowProperties().get('sys_id')}" />

    <table width="100%">

        <tr>

            <td>

                <p>Please provide a reason for cancellation:</p>

                <textarea id="cancel_comments" name="cancel_comments" rows="4" style="width:100%"></textarea>

            </td>

        </tr>

        <tr>

            <td align="right">

                <button type="button" onclick="submitForm()">OK</button>

                <button type="button" onclick="cancelDialog()">Cancel</button>

            </td>

        </tr>

    </table>

</g:ui_form>

</j:jelly>

function submitForm() {

    var reason = gel('cancel_comments').value;

    if (!reason || reason.trim() == "") {

        alert("Cancellation reason is mandatory.");

        return false;

    }

    document.forms[0].submit();

}

function cancelDialog() {

    GlideDialogWindow.get().destroy();

    return false;

}

if (request.getParameter('sysparm_name') == 'cancel_ritm') {

    var sys_id = request.getParameter('sys_id');

    var cancel_comments = request.getParameter('cancel_comments');

    var gr = new GlideRecord('sc_req_item');

    if (gr.get(sys_id)) {

        if (!cancel_comments || cancel_comments.trim() == "") {

            gs.addErrorMessage("Cancellation reason is mandatory.");

            response.sendRedirect("cancel_reason_dialog.do?sys_id=" + sys_id);

        } else {

            gr.state = 4; // Closed Incomplete

            gr.work_notes = "Cancelled: " + cancel_comments;

            gr.update();

            gs.addInfoMessage("RITM cancelled successfully");

            response.sendRedirect("sc_req_item.do?sys_id=" + sys_id);

        }

    }

}