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?

[sinu2]

Hello Brent,

Very thanks for your suggestion. I have one doubt

If i will write data policy on a "resolution" field when state changes to "resolved" . so that user cannot edit list view? to make state change with out giving resolution?

[Brent Sutton]

The data policy should have its condition set against the "state" field so that when the state is "resolved" then the "resolution notes (close_notes)" are mandatory. Should look like the following:

Data Policies can be configured to work as a UI Policy on the client but is also enforced on the server side. They can be applied to import sets, integration, API calls etc. Data Policies also apply to the list view where client scripts and UI Policies are not enforced.

Let me know if this worked for you.

Brent

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