Need a help in Ui builder for service Operation workspace

[Debasis Pati]

Goal: Configure "On Hold" UI Action in Service Operations Workspace

✅ Trigger Condition

• User Role: Fulfiller
• Workspace: Service Operations Workspace
• Incident State: In Progress
• UI Element: Show a button labeled "On Hold"

✅ Action on Button Click

• Update the Incident State to On Hold
• Open a modal dialog box

---

🧾 Modal Dialog Requirements

1. Mandatory Field

• On Hold Reason (Dropdown)
  • Values:
    • Awaiting Customer
    • Awaiting Change
    • Awaiting Problem
    • Awaiting Vendor
  • This field must be mandatory (show * asterisk)

2. Conditional Mandatory Fields Based on Selection

On Hold Reason Mandatory Field to Show in Modal

Awaiting Customer	Additional Comments
Awaiting Change	Change Request
Awaiting Problem	Problem
Awaiting Vendor	Work Notes

Each of these fields should:

• Be visible only when the corresponding reason is selected
• Be mandatory (show *) when visible

I have added a form button as on hold and added a modal popup and have created one dropdown as on hold reason with values like awaitng change,problem etc how i should make it as mandatory and depending on its selection i should show other fields how actually i should achieve it?

@Ankur Bawiskar any help?

[Ankur Bawiskar]

@Debasis Pati 

are you using g_modal API?

share what script you have created so far?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Debasis Pati]

Hello Ankur,
This is the same functionality we need as something simillar like out of box is service operation workspace for problem we have a Asses(Declarative action) also for incident records we have one Resolve(declarative action simillar) but i am not able to find the things to do something simillar i need to know how to do that.

Regards,
Debasis

[Shruti]

Hi,

Try this code.. 

function onClick(g_form) {

    
    var reasonFields = [{
        type: 'choice',
        name: 'on_hold_reason',
        label: 'On Hold Reason',
        choices: [{
                displayValue: 'Awaiting Customer',
                value: '1'
            },
            {
                displayValue: 'Awaiting Change',
                value: '5'
            },
            {
                displayValue: 'Awaiting Problem',
                value: '3'
            },
            {
                displayValue: 'Awaiting Vendor',
                value: '4'
            }
        ],
        mandatory: true
    }];

    g_modal.showFields({
        title: "Put Incident On Hold",
        fields: reasonFields,
        size: 'lg'
    }).then(function(reasonValues) {
        var selectedReason = reasonValues.updatedFields[0].value;

       
        var conditionalFields = [];
        if (selectedReason === '1') {
            conditionalFields.push({
                type: 'string',
                name: 'additional_comments',
                label: 'Additional Comments',
                mandatory: true,
				size: 'lg'
            });
        } else if (selectedReason === '5') {
            conditionalFields.push({
                type: 'reference',
                name: 'rfc',
                label: 'Change Request',
                mandatory: true,
                reference: 'change_request',
                referringTable: 'incident',
                referringRecordId: g_form.getUniqueValue(),
                value: g_form.getValue('rfc'),
                displayValue: g_form.getDisplayValue('rfc'),
				size: 'lg'
            });
        } else if (selectedReason === '3') {
            conditionalFields.push({
                type: 'reference',
                name: 'problem_id',
                label: 'Problem',
                mandatory: true,
                reference: 'problem',
                referringTable: 'incident',
                referringRecordId: g_form.getUniqueValue(),
                value: g_form.getValue('problem_id'),
                displayValue: g_form.getDisplayValue('problem_id'),
				size: 'lg'
            });
        } else if (selectedReason === '4') {
            conditionalFields.push({
                type: 'string',
                name: 'work_notes',
                label: 'Work Notes',
                mandatory: true,
				size: 'lg'
            });
        }

        g_modal.showFields({
            title: "Provide Details",
            fields: conditionalFields,
            size: 'lg'
        }).then(function(detailValues) {
            
            g_form.setValue('state', '3'); 
            g_form.setValue('hold_reason', selectedReason);

            
            if (selectedReason === '1') {
                g_form.setValue('comments', detailValues.updatedFields[0].value);
            } else if (selectedReason === '5') {
                g_form.setValue('rfc', detailValues.updatedFields[0].value);
            } else if (selectedReason === '3') {
                g_form.setValue('problem_id', detailValues.updatedFields[0].value);
            } else if (selectedReason === '4') {
                g_form.setValue('work_notes', detailValues.updatedFields[0].value);
            }
			g_form.save();
        });
    });
}