In incident if state is onHold and on Hold reason is Awaiting caller then" more info" field should be mandatory (here more-info is a filled name) I need to do this through UI Policies. I tried but its not working. Could u help me I attached snapshot

sweta kumari1 · ‎07-21-2022

here

Deepshikha 3010 · ‎07-22-2022

Hi

Check your condtion and provide your field name in ui policy action.It's working on my pdi

Regards

Deepshikha Pandey

Harish KM · ‎07-21-2022

Hi your UI policy condition should be

state is onHold

AND

Hold reason is Awaiting caller Info

Regards
Harish

sweta kumari1 · ‎07-21-2022

Yes I did same but not working

Harish KM · ‎07-22-2022

Hi share the conditions of UI Policy. Also is there any existing UI policy for the same field or client scripts?

Regards
Harish

dmathur09 · ‎07-21-2022

Hi Sweta,

We are unable to see you condition in the screenshot that you have put up.

Condition should be "state is On Hold" and "Hold Reason is Awaiting Caller" . There is no need to update the UI Policy Action.

Regards,

Deepankar Mathur