obligation of a field in a form

[RenataN]

Hi everyone

I am dealing with a scenario when I create a UI policy to make two field not mandatory for some specific states, but it is not working, the fields are still mandatory.

Fields: Work notes and Additional comments.

[GlideFather]

Hi @RenataN 

can you please describe the scenario?

For example Additional Comments is mandatory when you are setting state of incident to On Hold. But I cannot imagine of situation where both Additional Comments and Work notes are both required at the same time...

As each is for different purpose:

•  Additional comments is for agents to communicate with end users, visible.
• Work notes are for agents and assignment groups, in case of reassigning or cooperating, these are not visible to the end user (caller/requestor).

Can you please describe step by step or at least what was the state and what changes were applied?

[Zach Koch]

Can you post how you have your UI Policy configured? This could be due to a misconfigured UI policy, a conflicting UI policy, or a client script. 

[Bhimashankar H]

Hi @RenataN ,

Please check the other UI policy or client that making those as mandatory, check the order of existing UI policy or client script, it is because of conflicting one of these two.

Thanks,
Bhimashankar H

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