closure codes and closure notes are mandatory

[Adarsh15]

Hi,

I have a requirement where the user are able to close the incident from the list view without the closure notes and closure codes.

I need to make sure they should fill the close notes and close codes before resolving or closing the ticket.

I have tried different methods including data policy but it was not working. Finally I wrote an onCell edit client script which is as follows,

if(newValue == 6 || newValue ==7){
alert("Closure notes and Configuration Item are mandatory");
saveAndClose = false;
}else{
saveAndClose = true;
}
callback(saveAndClose);

Problem with this is like after inserting the close codes and close notes from list view still it is showing that alert.

Can anyone help me with the above code , where I can check if the close code and close notes are empty.

Thanks in advance

[Gunjan Kiratkar]

Hi @Adarsh ,

Use below Client Script:-  

function onCellEdit(sysIDs, table, oldValues, newValue, callback) {
 var saveAndClose = true;
 //Type appropriate comment here, and begin script below
 function callBack(response) {
 var answer = response.responseXML.documentElement.getAttribute("answer");
 //alert(answer);
 if (answer == 'false') {
 alert("Closure notes and Configuration Item are mandatory");
 saveAndClose = false;
 callback(saveAndClose);
 } else {
 saveAndClose = true;
 callback(saveAndClose);
 }
 }
 if (newValue == 6 || newValue == 7) {
 var ga = new GlideAjax('checkCIandCC');
 ga.addParam('sysparm_name', 'getData');
 ga.addParam('sysparm_sysid', sysIDs);
 ga.getXML(callBack);

}
 
}  

Script Include:-  

var checkCIandCC = Class.create();
checkCIandCC.prototype = Object.extendsObject(AbstractAjaxProcessor, {

getData: function() {
 var sysID = this.getParameter('sysparm_sysid');
 var gr = new GlideRecord("incident");
 gr.addQuery("sys_id", sysID);
 gr.query();
 if (gr.next()) {
 if (gr.cmdb_ci == '' || gr.close_code == '') {
 return false;
 } else return true;
 }

 

},

type: 'checkCIandCC'
});  

Working and tested in my PDI.

Please mark my answer as helpful/correct if it resolves your query.

Regards,

Gunjan Kiratkar

Consultant - ServiceNow, Cloudaction

Rising Star 2022

[Ankur Bawiskar]

Hi,

You can achieve this easily with Data policy

what's not working with data policy?

regards
Ankur

[Adarsh15]

Hi 

A data policy is already available but in inactive stage, if we make that active users are not able to create an incident.

[Ankur Bawiskar]

Hi,

can you share that data policy configuration image?

you should give correct condition to make the fields mandatory only when State Changes to Closed or Resolved

OR

you can use before update BR on incident table and check if both the fields are empty and stop form submission and show error message

Regards
Ankur

[Ankur Bawiskar]

@Adarsh 

Any update to this?