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?

[Sam179]

did you find it under UI policies option?

[Sam179]

do you have the name of the data policy? For my table, I don't see any.

[Nick Zazula]

Hi Adm,

apologies for the extremely late response on this, but I found the data policy under the name "Make close info mandatory when resolved or closed" --> 

[J_C_ Grooms]

Did Hi say why when, when you put a watch on that field that it points to a UI policy instead of a Data Policy? My best guess would be that it used to be a UI policy, and it was updated to a data policy in later versions and they forgot to update the pointer, but curious none the less. This took us hours to figure out, thanks for the reply! It would have taken way longer without it!

[Nick Zazula]

Hey J.C.,

My pleasure, and thanks for your feedback! Per the below response from our HI Support rep, it looks like there's an option for Data Policies to be used as UI policies:

"Hello Nicholas, 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-administration/concept/c_DataPolicy.html

Here is a link to that record in your dev instance (link brought me to the above data policy).

You can edit the policy actions just like a UI Policy to edit this."

I hope this helps!!