Making the resolution code and resolution notes (internal only) mandatory

[davidsmith]

Hello,

In our instance for the default view on our instance table we have the resolution code and resolution notes (internal only) fields set as mandatory. I am curious to know where ths is set-up (for example is it a Business Rule/UI Policy etc). 

The main reason I am asking is that some of views allow the user to resolve and incident without entering a resolution code or resolution notes.

Thanks in advance.

David

[Sebas Di Loreto]

@davidsmith 

It is a DATA policy on the incident table, just add this to your instance name: /sys_data_policy2.do?sys_id=d3efcfbf3bf2320050bec9bb34efc4c2

The fields are actually called close_code and close_notes

[davidsmith]

Hi Sebastian,

Many thanks for the information. It looks we have this is a UI policy. I am still trying to investigate why some of our views for incidents allow  user to resolve an incident without the resoulution code and resoultion notes apearing (as in the UI policy does not seem to fire for certain views).

David

[Sebas Di Loreto · Accepted solution]

@davidsmith 

Let me start by saying that what you are seeing is the exact reason why having DATA policies (for certain cases) is better than having a similar UI policy. Why? Because the data policy is evaluated at the server level while the UI policy is evaluated at the client level.

Having said that, if a form view does not have the field that the UI policy is evaluating then it does NOT apply and you will see behavior like you are describing.

By the way, these is also an out of the box client script that sets the close_code and close_notes as mandatory: /sys_script_client.do?sys_id=5f254623c0a8016600c9b86f18b348f0

[davidsmith]

@Sebas Di Loreto 

Thanks for the clarification on data and ui policies. It looks like severl people have been making several tweaks over the years.

Many thanks for your help and time on this.

David