UI policy not allowing to change a field value

[si21]

Hi experts,

We are setting Worktype field based on HR service and subservice using UI policies.

And SLA are configured based on this worktype field value.

Problem: For example, in below screenshot, after selecting HR service and subservice, worktype is autopopulated as Transaction 1day and SLA is attaching correctly. But when agents are changing worktype to other values and saving the form, worktype is not getting changed and remained as Transaction 1day (as per UI policy) but SLAs are triggering for other worktype selected.

How can we bypass UI policy, and display newly selected value?

TIA

[Mark Manders]

Update the ui policy so you are able to change it. Without knowing what it is that is configured it's hard to say how, but if a policy or rule is preventing something, you need to adjust the conditions.

[Ankur Bawiskar]

@si21 

why are you updating the field via UI policy?

are you sure when agent changes the value the Work type is not updated in database?

to confirm this did you check the value of that field in XML?

Also check in list view of that table to see if the value got updated

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

[si21]

Hi @Ankur Bawiskar , I have used UI policy to since I need to set the value based on two reference fields. I tried client script as well earlier.

As you rightly mentioned, field value is changed in list view but on form level it is still same. 

If someone updates the worktype, it should reflect on form level as well. How can we achieve this behaviour?

[Ankur Bawiskar]

@si21 

on form it's still the same possibly because some UI policy or client script is reverting value again

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