.How are incidents being created without mandatory fields filled out. Is there something
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03-11-2017 09:33 AM
We just went live this past week so I'm a total newbie at this, please forgive my ignorane withh this.
I have an incident form that has fields set as mandatory but incidents are being created without the mandatory fields being populated
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03-11-2017 09:42 AM
How are these incidents being created? UI, email, API, etc...?
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03-11-2017 03:10 PM
Theyre being entered manually by the service desk.
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03-11-2017 03:15 PM
Are they using the same views to create these incidents that you're using to view them?
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03-11-2017 11:37 AM
Hi Heidi,
The reason might be (I would say 'is' though) those incidents are created from the server side. There might be cases where any incident can be created from any other processes (for example, Problem, Change etc.) or any third party application directly using any server side script (For example, from emails or other tool with which your instance is integrated). In that case the field level validations (such as Mandatory, ReadOnly or Visibility) won't be validated.
This is a common scenario irrespective of many projects soon after they have gone to live. So I would suggest you to stop worrying and to debug from where the incident is created and would ask you to consider these kind of scenarios.
I hope this helps.Please mark correct/helpful based on impact
