Unable to see the post button for work notes on a particular incident

[venkram]

A specific user group is unable to see the "Post" button for work notes on one particular incident in the production environment. For all other incidents, the button appears as expected. Additionally, I can see the "Post" button for the same incident in the development environment without any issues.

I’ve already compared the user roles between prod and dev, and they are identical. The users also meet the necessary ACL conditions.

Could anyone please help me on this.

@Ankur Bawiskar

@Dr Atul G- LNG

@Nikhil Bajaj9

@GlideFather

[GlideFather]

Hi @venkram,

please refer to this article KB0831615 | Post button disappears when work notes field is made mandatory by UI Policy or Client Sc...

Description

Post button disappears when the "Work Notes" field is made mandatory by an UI Policy or Client Script. 

Steps to Reproduce

UI Policy example: 

1. Create an UI Policy with the following properties:
Table = incident_task
Name = test
Condition = State is Pending
Reverse if false = true

2. Create ui policy action as follow:
Field = Work Notes
Mandatory = true

3. Create test record in incident_task table with state "Work In Progress"
4. Edit the state field of the test record to be "Pending"
> UI Policy will make the Work Notes field mandatory
> See that the Post button disappears 

Client Script example: 

1. Create an onChange Client Script on the incident table, on the "Category" field. 

2. Add the following code in the Script section:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
if (isLoading || newValue === '') {
return;
}

//Type appropriate comment here, and begin script below
if(!g_form.isNewRecord()){
g_form.setMandatory('work_notes', true);
}

} 

3. Edit any incident record and change the value of the Category field.
> The Client Script will make the Work Notes field mandatory.
> And the "Post" button disappears. 

Workaround

This is expected behavior in New York and Orlando. However, PRB1407767 is now considered an Enhancement Request. Development will make the "Post" button configurable. If configured On then it would appear and users would be able to Post as if it were not mandatory. Currently the Fix Target is Quebec. 

Related Problem: PRB1407767