HR Agent Workspace – Close Notes not visible when using Close Complete Button

[fasiham13180808]

Hi Everyone,

I am facing an issue in HR Agent Workspace with the Close Complete action on sn_hr_core_case_payroll.

Requirement:

When State = Close Complete (3):

• Close Notes should become visible

• Close Notes should be mandatory

• Case should not close if Close Notes is empty

What I Have Done:

Data Policy

• Made Close Notes mandatory when State = Close Complete

• Issue: Data Policy throws error before the field becomes visible in Workspace

UI Policy

• Condition: State = Close Complete

• Action: Show + Mandatory Close Notes

• Issue: UI Policy does not trigger in HR Agent Workspace

Current Situation:
But UI Policy is client-side and Data Policy is server-side. Before the field becomes visible, Data Policy throws an error, so it says “fill Close Notes” but the field is not visible. I even tried a Business Rule, but the same happens—the field is still not visible because the Close Complete button in Workspace works server-side. That’s why this issue occurs.

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Observed Behavior:

• Clicking Close Complete does not visually change the state before submit

• Validation runs server-side

• UI Policies do not trigger

• Close Notes field remains hidden

Question:

What is the recommended approach in HR Agent Workspace to:

• Show Close Notes when Close Complete is clicked

• Make it mandatory before submission

• Ensure proper UX without relying on Data Policy

Should this be handled via:

• Workspace Client Script?

• Customizing the Close Complete UI Action?

• Or another supported approach?

Any guidance would be appreciated.

Thank you!