Vendor Detail Fields are missing when State is On Hold (Awaiting Vendor) in SOW view
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11 hours ago
We have identified a significant functional gap in the Service Operation Workspace (SOW) Incident form related to capturing vendor details. When an Incident is placed On Hold with the reason Awaiting Vendor, the crucial fields necessary to record vendor information are completely absent from the SOW form.
This prevents engineers from following the standard process, allowing them to save the record without the required vendor details, leading to data loss and process failure.
- Standard (Classic UI) Behavior -- Expected Behavior
In the Classic UI, when an engineer performs the following steps, the expected behavior occurs:
Open any existing or new Incident record in the Classic UI.
Set State to On Hold.
Set On Hold Reason to Awaiting Vendor.
Result: A new section or related fields (Vendor, Vendor Ticket Number, and Vendor Contact) appear/become visible on the form. These fields are typically made mandatory via a UI Policy, preventing the record from being saved until filled.
- Service Operation Workspace (SOW) -- Incorrect Behavior
When an engineer performs the same steps in the SOW, the behavior is incorrect:
Open the same Incident record in the Service Operation Workspace (SOW).
Set State to On Hold.
Set On Hold Reason to Awaiting Vendor.
Observed Result: The Vendor details fields (Vendor, Vendor Ticket Number, Vendor Contact) DO NOT APPEAR on the form. The engineer can save the record without capturing any vendor information, bypassing the established process.
