Require WORK NOTES IF ON HOLD REASON=change, problem or vendor

[Mary]

Hello 

has anyone implemented a requirement in which would require work notes if on hold reason was change request problem or vendor?

how can we go about this easily? Thanks 

[Kieran Anson]

Hi Mary,

You'd do this with either a UI Policy or a Data Policy and make the comments field mandatory when the on-hold reason is one of your desired choices.

However, as someone who's come across this requirement before, I'd head caution. Enforcing a comment can often lead to users entering very simple and vague updates to just get past the requirement. For work notes this is often fine as very few notifications will trigger, however to end users who receive comments....it can become frustrating.

[Robbie]

Hi @Mary ,

This can be easily implemented with config (no-code) by creating a UI Policy.

See the screen shot below for guidance.

To create a UI Policy, open the Incident form, right-click at the form header and navigate to 'Configure > UI Policies'. Create a new UI Policy as per the screen below - job done.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[swathisarang98]

Hi @Mary  ,

You can go do this through Ui policy or through Onchange client script,

If you want to proceed with Ui policy you can refer the below, but you should know that the wok note will be mandatory every time the page is refreshed if the condition satisfy because ui policy works on Load. If you uncheck it will work on Change,

If you want to proceed with Client script You can refer the below,

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang