Incident created through virtual assistant

[tulasi8]

Hi Community,

When the incident was created through virtual assistant. Can they submit request without giving the mandatory fields? 

Regards,

Tulasi

[Dr Atul G- LNG]

No, the Virtual Agent follows the Record Producer. If the Record Producer has mandatory fields, the Virtual Agent will prompt for them and then submit the information back to the system.

[tulasi8]

@Dr Atul G- LNG If you check the above snip, it's created through virtual assistant. After the creation of incident, the mandatory fields are blank without any value. The assigned to person for the incident changed state to resolved. How come he change the state to resolved without giving mandatory fields?

Regards,

Tulasi

[tulasi8]

@Dr Atul G- LNG after creating the incidents, the mandatory fields star icon is turning to black as unmandatory

[Sandeep Rajput]

@tulasi8 Can you check the XML of the record and see if there are any values assigned to the mandatory fields (which may be in the form of incorrect sys_ids). If this is the case the mandatory star icons may show as greyed out.