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?

[Pranay Tiwari]

what  kind of issue you are facing ?

[Pranay Tiwari]

You don't need to make mandatory false,set Mandatory to Leave Alone.

it will work definitely.

[Pranay Tiwari]

and if face any issue then share the issue,i will try to sort out.

[Pranay Tiwari]

and inactive 2 client script as below..

Mark correct or helpful if it helps you.

Warm Regards,

Pranay Tiwari

| www.DxSherpa.com | pranay.tiwari@dxsherpa.com |

[Sam179]

In my case, its on a different table. The table name is[sn_customerservice_case]. Here's the problem now, there's no client script to make close_notes mandatory yet it still keeps throwing me "Please specify close notes". I tried having a UI policy to check for the state and make the field false for mandatory. . Tried to debug it and JS logs were as follows:

condition exited with: TRUE

Setting "mandatory" to "false" on "element" field

Looks fine but it still threw me the same error to "...specify notes"

So I decided to write a client script: 

function onSubmit() {
var action = g_form.getActionName();
if (action != 'close')
return;
jslog('action close ');
// Close notes and Close code must be on the form
if (!g_form.getControl('close_notes'))
return;
jslog('field close found ');

//g_form.setDisplay('close_notes', true);
g_form.setMandatory('close_notes', false);
// g_form.setDisplay('close_code', true);
//g_form.setMandatory('close_code', false);
if (g_form.getValue('close_notes') == '' )
return false;
jslog('end');

}

Now when I press Close button, it doesn't go through. The logs go through line jslog('field close found ')

g_form.setMandatory('close_notes', false) is never executed.

I have no idea where I'm going wrong. Any suggestions?