Error MessageData Policy Exception: Resolution code is mandatory, Close notes is mandatory

[soniaurbaneja]

Hello all,

since days ago, my SN instances has been updated to Kingston.

Now, when I try to resolve an incident, the following error appears:

Error Message

Data Policy Exception: Resolution code is mandatory, Close notes is mandatory

Can you help me?

BR,

Sonia.

[Nitin_NOW]

Yes ticket will not resolve unless you fill the resolution code and close notes. Please update them and resolve the ticket, it should work.

Please hit correct based on impact of response.

Thanks

[soniaurbaneja]

I know, but these fields are not visible in the ticket.

[Nitin_NOW · Accepted solution]

Then you have to display those fields on the form by writing a simple UI Policy. You When to Run condition will be 'Status' is 'Resolved and set the UI Policy action 'Resolution Code' is Visible and 'Close Notes' is Visible.

Please hit correct based on impact of response.

Thanks!

[soniaurbaneja]

Thank you very much for your help.

I thought these fields were enabled by default with no additional configuration.

BR,

Sonia.