Forms: Users able to submit form with blank mandatory fields

[adrian_v]

We have come across several instances in various applications where users were able to submit records without filling in mandatory fields. All tests which have been performed show the forms as working per design. The users themselves have no recollection of how they were able to submit the records either. Has anyone experienced this issue before?

-We've already tested against keyboard and mouse events and found no discrepancies.

[randrews]

what types of forms??

if it is in the service catalog and it is one item in an order guide this is a known error if the field is required by script...

if they don't open the tab for the item they won't have to fill in required fields if those fields are set mandatory by Catalog UI policy or script, unless they click on the tab itself

[adrian_v]

One example is on the incident form. When the user changes the ticket's assignment group several fields are marked as mandatory. The user is unable to update the form without filling these fields in. One field is a drop down list that contains reassignment codes. The other field we've seen issues with is a contact type dropdown list on a different tab on the form. However this is not limited to the incident form as we've seen instances of this issue occurring on other forms within custom applications.

[Bradley Ross]

Could it be that the field is not visible in a certain view? If the field is not visible, it won't be mandatory.

[Jace Benson]

One way to band aid the situation would be to use Data Policies instead of UI Policies to enforce the fields.   Data policies are great because they work regardless how the record was inserted/updated.

https://wiki.servicenow.com/index.php?title=Data_Policy#Overview

[randrews]

there are only 3 reasons i can think of for this to happen outside an order guide in the service catalog...

1) as Bar22 said the field isn't available in a particular view so the customer can't fill it out.. making it not mandatory.

2) you have a script that is crashing somewhere either on the form or else and it is causing the form to not load completely

3) the mobile app is allowed on Berlin and someone is entering the forms in the mobile,   with the scripts being client scripts.

3 is VERY doubtful;   so check your forms.. and if it isn't it... open a ticket with SN and hopefully they can find out what script/br is crashing.