Making Incident "Close Notes" not mandatory? I have it partially working . . .

[Gerry Crumbley]

Helsinki OOB version has Close Code and Close Notes mandatory on Resolve or Close. I would like to just change Close Notes to NOT be mandatory.

        I have set: UI Policy > Make close info mandatory when resolved or closed (set to true) > UI Policy Actions > Close Notes > Mandatory is set to False

                  Close Code is set to True

So, I click resolve in an incident, Close Code is Mandatory RED and Close Notes is NOT mandatory red. Good, that's what I want - so I make a selection in Close Code drop down and click Resolve. THEN, Close Notes becomes Mandatory RED??

Am I missing a step or setting somewhere?

[Pradeep Sharma · Accepted solution]

Hello Gerry,

There is an additional client script (BP) Close Mandatory on Close or Resolve which sets close notes field to mandatory. Please refer the same on your instance.

[Nick Zazula]

Hi Pradeep, 

I know this an old community post, but this is the only one I've found relating to this inquiry. After creating a UI Policy & corresponding UI Policy Actions like Gerry did above, what needs to be done to the (BP) Close Mandatory on Close or Resolve client script? Do I need to uncheck the 'active' box or just change the line of code where it sets close notes to mandatory? Thanks in advance.

Nick

[Sam179]

were you able to figure it out? I have the same requirement to make case notes not mandatory and have a UI policy, but I can't find the business rule and been banging my head for couple of hours now.

[Nick Zazula]

Hey Adm,

I wasn't able to figure it out on my own unfortunately, but a SNOW Rep named (Shoeless) Joseph Jackson was able to help me out after I opened a HI Ticket:

I found that the resolution notes (close_notes) field is being set mandatory via a Data Policy which has the 'Use as UI Policy on Client' field checked.
Docs on Data Policy
https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/field-administra...

I'm adding a picture of what the data policy looks like (note: go to Data Policies under System Policy), you just need to set Mandatory to 'False' and Read Only to 'Leave Alone'. Let me know if this works for you, hope it does!

**EDIT: I forgot to mention I have the Client Script "(BP) Close Mandatory on Close or Resolve' set to be inactive

Nick