Create Normal Change Button in native view

[NishaB]

Hi,

I'm facing some issue with condition of UI Action called Create Normal Change. The condition is this as given below:

 current.incident_state != IncidentState.CLOSED && gs.hasRole("itil,sn_change_write") && gs.fieldExists('incident', 'rfc') && current.rfc.nil()&&(current.state=='1'||current.state=='2'||current.state=='3'||current.state=='6')

But whenever the on-hold state is given and on-hold reason is given as Awaiting Change, Awaiting Problem, Awaiting Vendor the Create Normal Change bar right click UI Action is not visible. But it should be visible. It should be working for all the on-hold reasons. But right now, only for the On-hold reason Awaiting Caller, it is working. So I got one doc from community Solved: Re: Increase the Max Length hof Condition in UI Ac... - Page 2 - ServiceNow Community

But when I tailored it according to my requirement, it is not working. Can anyone help me on this?

[Brad Bowman · Accepted solution]

The condition looks fine, and using the same in my PDI does not cause the UI Action to not be visible when selecting any On hold reason.  In your environment, does selecting another reason like 'Awaiting Change' also cause the Change Request (rfc) field to become populated, or something else that negates one of the conditions?

[NishaB]

When I select Awaiting Change, then the Change Request field is mandatory.

[Brad Bowman]

That should be fine as mandatory is not one of the conditions tested, as long as you don't populate this field before attempting the UI Action.