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.

[Chuck Tomasi]

Based on what you tell me Ben, I understand what's happening. The location field is filtering the caller field down.

When you type in a user, it's looking up the location via a client script. My guess is that the user doesn't have a location, which is triggering the filter again and saying "That user doesn't have a location, so it's not a valid entry."

If you can verify the user being selected has a location, that should do it. If not then these two requirements may be mutually exclusive.

[bjhughey164]

That's the catch right...the user isn't in our system, that's why I wanted it to no longer be mandatory but still a field that the technician could fill in. We can have reporting on the location still "How many incidents for location X" and then see the manually populated name if we needed to search for a certain call.

So, can I bypass that client script or say "don't run when location ='s X"

I see one client script that may pertain:

[Chuck Tomasi · Accepted solution]

Hi Ben,

Very creative thinking. Yes, you can do this by adding an additional statement between line 17 and 18. You'll need the sys_id of the location to compare against the caller.location value.

Also be aware that this is an OOB client script and once you modify it, you own it. An alternate method would be to copy it, deactivate the original (just uncheck active and save) and then modify your copy.

[bjhughey164]

Chuck, I don't know if that's creative thinking in a good way or just my lack of platform knowledge.

Thank you though, I'll work on the script and see what I can make work!