Would anyone know why channel (contact_type) isn't being displayed as mandatory in-Service Operations Workspace?
I have tried the following:
UI Builder - making the field mandatory. Its mandatory in the default view but when I go to SOW > make an interaction > make an incident it comes up at non-mandatory
Included it in a UI policy to make it mandatory still not working.
Is there a script or anything I am missing? When I load an incident with SOW as the view, the mandatory asterisk comes up for milliseconds and then disappears, so I know something is taking it off. I just don't know what it is.
Overall goal: I am trying to make this field default to '--none--' and then make it mandatory so the assignment group has to fill that in. Please correct me if you feel like this isnt best practice and I maybe should make this change.
Reason for change: We have a walk-up tech corner and when they make incidents via SOW it defaults to 'self-service' and get assigned to our service desk. Our tech corner then picks it up but that makes the reassignment count already at 2 when in reality its 1. We run metric to track how many incidents are escalated. I do NOT want it defaulting to 'self-service'.
Hi @Andrew Meza,
A few options to explore to make the channel field mandatory.
- If the field must be a mandatory field no matter where it is created (native UI, Workspace etc), I would recommend setting it to be mandatory on the dictionary level via dictionary override
- If the field is to be mandatory on a specific view only (in your instance, creating a new incident in SOW), you will need to use a different view named Service Operations Workspace New Record. There is a Workspace View Rule [sysrule_view_workspace] record that changes the view for a new Incident record in the SOW
Hope that helps, cheers.
