With out resolution notes incident has made to "Resolved" state

[sinu2]

HI All,

I have got an incident ticket (Issue ). in our incident table "Resolution Notes" is a mandatory field which will occur when the state is moved to "Resolved". But for some incidents with giving "Resolution notes" they made incident state to "Resolved". 

With out making "Resolution notes" the incident state should not change to "Resolved" state but for few incident i have seen there were no "Resolution notes"  but state got changed to "Resolved" ..

@Can anyone help on this.

@note: I asked them whether the had changed in "List View" but they said no.

What could be the way to make  "resolve" with out giving Resolution Notes?

[HarshTimes]

Whenever someone runs a background job it get captured in logs. You can filter log  as source is "ScriptBackgroundCheck"

And,Whenever someone runs a fix script it also get captured in logs. You can filter log  as source is "ScriptFixXMLHttpProcessor"

-Harsh

[HarshTimes]

Hi Srisk

I have also found that in madrid, whenever someone run a background job then it gets captured in sys_script_execution_history table. This will give you the information who and when ran the script and  what script he ran.

This table will also provide you the details of effected record summary.

-Harsh

[sinu2]

HI I dont see the this table in servicenow sys_script_execution_history table.

[HarshTimes]

What is your instance version? I found this in Madrid. I am not sure in which servicenow version this is released. Also, I found that by default it keep the 7 days old data only.

If it is not available, then just ignore it. Also, check my last response to to check for the fix script and background job in logs. Logs also remains for a specific time only.

I don' think there is any other feature available to track which record updated by scheduled job. May be in future release you will have something.

-Harsh

[Brent Sutton]

Hi Ya,

Are the resolution notes are made mandatory, when the state changes to resolved, using a UI Policy? If so, the state could still be changed from the list view without the resolution notes mandatory state being enforced.

Consider converting the UI Policy to a Data Policy. Data Policies can be configured to work the same as UI Policies but are enforced on form, list view and API calls.

Hope this helps.

Brent

P.S. If my suggestion helped then please mark as helpful and/or correct so other community members can benefit from this information.