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

[Anurag Tripathi]

well ui policy works just on the form, so in your case the first thing i would check is whether the incident was updated/created from some other source?

if not

then i will check that whether you have anywhere in the code checkMandatory set to false which ignores the mandatory fields.

[smitra]

Anurag the incident was created from the incident application and with itil role. List edit is also disabled for this role. Even if I change the UI policy to data policy how can I possibly test if it is working as it is not happening as a regular issue?

Thanks

Sudhriti

[Anurag Tripathi]

What browser was the user on? Browser and version of browser. also check the console if you are getting any warning or error on the form load

If the user while loading the form got some java script error chances are that the all the java script after that did not run hence he did not get the fields as mandatory. so if there was an error thrown on the client script(user wont see unless he is seeing the console, which wont happen) the the ui policy wont run. Its all speculation, its really difficult to recreate the scenario.

[smitra]

Ok. I would try to change the UI policy to data policy and observe the behaviour for some time. I would get back to you in case I face any further issues.

Thanks Anurag for your time and help.

[Harneet Sital]

Hi Sudhriti,

This could also happen if you make mandatory = false in the HTML code for those fields while trying to debug with F12. Its does save the record with mandatory field value blank.

The result :