Handling Close code and Close notes when resolving incidents

[cuong2]

Close code and Close notes are mandatory when an incident is being resolved or closed.  The UI policy that enforces this requirement fails when the incident form doesn't contain the Closure Info section or the incident is being resolved by a related change or problem.  What can be done to ensure that the required Close code and Close notes fields are filled out regardless of how the incident is being resolved/closed?

[Jon Barnes]

check out my answer to this post:

https://community.servicenow.com/community?id=community_question&sys_id=5a423c1adbd11300c310fb651f96194f

[Shane J · Accepted solution]

That's lots of different things you could do...

Seems that you could do a check via Business Rule that if the Incident is Resolved but the Close Code isn't valued, then do something.  The 'something' would be dependent on our requirements.  Maybe send a notification to the Assigned To?  Maybe un-Resolve the Incident?  Both?

Or you could have a check on Change or Problem, and if Close Code isn't valued, then show a similar field on Change or Problem and force it to be filled out (as well as Close Notes).  Or maybe you already have fields on those records you could use to value the Incident.