UI policy - field not mandatory

[bjhughey164]

On the incident/incident form, I have a UI policy that runs

        If location ='s X > add additional field and make it mandatory

But, is it possible to do the reverse? I want to make something like :

        If location ='s X > make caller field (which is normally mandatory) not mandatory.

[bjhughey164]

Chuck, not a problem. Thank you for taking the time as well.

Current Config : All three fields are mandatory

If I type in a location, I have the ability to search for users at just that location with the autocomplete or the magnifying glass in the call field.

If however, I don't know the location the user is calling from, I can type in the user's name in the caller field first and that will then, automatically fill in the location..this way our servicedesk is always moving down the incident form instead of back up.

The UI policy I created is, if I put the location as "new ui policy" then Caller is no longer mandatory and I want the team to be able to input any string there. So, by definition, the UI policy I created is working as you can see the caller field isn't mandatory in this shot.

But, although I can type anything in that field, once I tab down to the next field to move forward, it gives me the pink bar that tells me the caller ID is invalid...and it also makes the location field blank.

Does this help clarify what's going on? I need that location to be the name of the new UI policy and I need the caller field to remain as whatever I type in there.

[Chuck Tomasi]

I'm getting there Ben.

It appears you have some kind of conflict between a client script or reference qualifier and a UI policy.

In the last two images... you type in "New UI policy" for example, and the Caller field is no longer mandatory.

You tab to the Caller field, does "New UI policy" automatically disappear on tab, or after you type "User" in the Caller field?

When is Caller being cleared out and when is Location being cleared out? That's the part I'm not clear about.

[bjhughey164]

It's after I tab out of the caller field. Location disappears and the caller field is pink.

[Chuck Tomasi]

While I cannot speak to why location is being cleared out, it's having an impact on the User field because the user field is dependent on the value supplied in the location field. User is using location as a reference qualifier (filter) to limit what is shown. Since nothing is in the location field, then no value in user is acceptable (hence the pink.)

If I understand your goal correctly, if the user field is automatically populated (before someone gets to the location field) and they choose a specific location, then user should not be mandatory. Correct?

Does the User field behave properly if you disable your UI policy? Something tells me no.

[bjhughey164]

In this case, the location field would be first the caller field wouldn't be populated first. I want the caller ID field populated manually so that we have visibility and reporting on how many of these incidents we're getting. The hangup is, once I manually type in the caller and hit tab, it erases the location and the caller field is pink.

I apologize for the confusion but, I only mentioned the caller ID field populating the location field because there's some type of action/rule happening there and I wanted you to be aware of it. When we input a location, it sorts the caller field for us so we only get users from that location but if the caller doesn't know the location they're at, we can find their username and then it will grab that attribute and place it in the location field. Does that make sense?

The end goal to reiterate, is when location ='s "new ui policy" the caller field should no longer be mandatory. Which by definition works, as you can see by the screen shot up above...but, once I tab out, something is happening and it's breaking my policy.

The user field works just fine outside of this policy. This policy is only set to run when the location is specific. See below.