Prompt user to fill mandatory fields when resolving Incident from Service Portal
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‎03-28-2025 08:13 AM
When a user is trying to resolve an Incident from Service Portal, I need to prompt the user to populate few mandatory fields like: Service and Service offering, Resolution Note. I tried this using client script but it does not work for service portal. Can someone please help? Thanks in advance.
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‎03-28-2025 09:14 AM
This can be accomplished using a client script or a UI policy. The UI policy option might be simpler.
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‎03-29-2025 05:19 AM
Hello @kumarmayank ,
Quite frankly, I don't understand why ServiceNow provides this Resolve action in OOTB Service Portal.
This portal is meant for end users, not for IT fulfillers. Incident resolution should happen in the core UI, or Service Operations Workspace, where you can easily configure your requirement.
If you really need this to work in Service Portal you would have to clone and customize the "Incident Standard Ticket Actions" Widget, and maybe others as well. I doubt it's worth the effort, also considering that Service Portal is slowly being superseded by Employee Center.
Regards,
Robert
