Problem Form Known Error Checkbox

[paw2]

How can you disallow the checking of the known error checkbox on the problem form, without first populating   an added text box with the known error record   number?

[vant]

If you're asking how to make the person fill out the text box first before checking a known error checkbox, you can do that with a client script or a UI policy, where you hide the Known error checkbox whenever the text box is blank onload and onchange. But it also sounds like if they fill in the text box, you almost want to automatically check the known error checkbox, if anything entered there is suggested as well? you can accomplish that with a UI policy or client script also.

[paw2]

Thanks for the quick response, Van!   Yes, I want to ensure that the know error is documented in the open problem record.   So I added a new field called "Known Error Record Number" and want the ITIL user to populate this either manually or by reference lookup and populate or some means, and once it is populated and saved it could automatically check the known error checkbox.

Is there an out of the box client script or UI policy for this that you could direct me too?

There may be a better way to accomplish this, so any suggestions are most welcome.     Goal:   ensure that the know error is documented in the open problem   known error text box.

[vant · Accepted solution]

If the population of the Known Error Record Number means the same as checking the known error checkbox, you could achieve simliar information by running reports on which a Known Error Record Number is provided, essentially meaning the same as if the known error checkbox was checked.

But to do this automatically as you mentioned, you can also do a business rule on update that if the field is not blank, it would set the known error checkbox to true. Build a new business rule, and check Update, and set the condition to Known Error Record Number is not empty, then on the Action tab, put Known Error to True. This would take care of it in one direction, meaning once its populated, it will check the other box.   If the field becomes empty, you may want to uncheck that box by setting it to false too with another rule. This is the simplest basic way to do it without coding.

Also I'm not sure if you want to hide your Known Error checkbox, but if you do hide it from the form because you want people to fill out the Known Error Record Number first, then you have to do a business rule to set it on the backend. If its a field that shows on the form, a client script can do it dynamic