Data policy Issue

[JohnnySnow]

Hi Team,

On our incident form, filling out the 'Impact' field is mandatory before users can set the 'assigned to'. Previously, users were bulk updating the 'assigned to' field from the list view, which caused issues.

To prevent this, I implemented a data policy making the impact field mandatory. So now if someone tries to update assigned to without impact it would throw the data policy exception.

The only issue now I'm facing is: On the service catalog we have 'report an issue' item which creates an incident but since the data policy has the condition of state is New, it throws the data policy exception on the portal as well.

How do I stop this? I tried onCellEdit but g_form.getValue() doesn't work.

Can someone help on this issue?

[Robbie]

Hi @JohnnySnow,

If I understand the Data Policy correctly (and therefore the Incident creation requirement), it is working as required - whenever an incident is created, an appropriate impact value should be set - regardless of whether it's created via the incident form itself, a service catalog or even an external API.

This is exactly what Data Policies do and designed for - to ensure at both server and client level, a field is mandatory.

For a solution, make the impact field available on the Catalog Request - this keeps all routes to Incident creation aligned.

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Thanks, Robbie

[JohnnySnow]

Thanks for the response!

I ended up creating a Before BR and also used an onCellEdit Client script to fix the issues.

[Robbie]

Thanks for the circle back @JohnnySnow.

Out of interest, why wouldn't you just default the impact value as part of the Catalog creation (or offer the impact selection to users if required as part of the process)?

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Thanks, Robbie

[JohnnySnow]

the client wants the first level Service desk team to determine the impact, rather than asking end users to fill in.