Incident submitted without filling mandatory fields

[smitra]

Hi All

Recently we encountered a scenario on our QA instance where the incident was getting submitted without filling in the mandatory fields from the Incident Application. Though I can see the blank incidents I am not able to create such an incident through application, portal or email. Hence I cant replicate it.

Has anybody encountered such a scenario before? Could someone please help me in understanding the root cause and workaround for this issue?

Thanks

[Vikas-Malhotra]

Hi Sudhriti,

This can't be done via form but can be done using script. So, if you write a script to create incident and don't include the mandatory fields then also the incident will get created.

Hope it helps.

Thanks and Regards,

Vikas Malhotra

[smitra]

Hi Vikas

The fields are already set as mandatory using UI policy. It is not happening as a regular issue. Rather it happened for 2 incidents which got submitted without mandatory fields and further we are not encountering the issue. However, we are answerable as to how the incidents got created like that.

Has anybody encountered such an issue before?

[Anurag Tripathi]

You can make that ui policy to data policy, that way it will check for the mandatory fields whether the incident is being created from the form, script, web services all.

[smitra]

Thanks Anurag. Will try it.

Just for information. Why does the UI policy fail to work for some incidents? How does changing it to data policy help?