Not able to post a "Work Note" or "Additional Comment" when I change state to "Resolved" with New York Upgrade

[mkader]

Hello,

We reccently upgraded to New York, and on one of our custom incident tables, we are unable to post a work note or additional comment when we change the state to "Resolved". Our additional comments section is required. If I add a comment and then use the "Save" UI Action at the top, the comment will post, and the "Post" button will then appear. The Post button hides as soon as the state changes to Resolved. Now I did find a similar post with someone that was having a similar problem, only his "work note" field was required. He also did not provide the resolution to his problem.

Here is the link to a similar issue: 

https://community.servicenow.com/community?id=community_question&sys_id=02fbad10db59c490feb1a851ca96...

Thanks!

[Elijah Aromola]

Did you check and see if this is controlled by a client script/UI policy?

[mkader]

Hello @Elijah Aromola - CloudPires ,

Thanks for your response. I checked UI Policies and ACL's but still looking at Client Scripts and can not find anything. 

Update:

I just found a client script that makes the Additional Comments mandatory when the state is in a "Resolved" state. The code looks fine, but unsure as to why the "Post" button disappears.

When I disable this client script, everything works fine. Setting the "Additional Comments" to "Mandatory" is what's breaking the button. I tried to create a test "UI Policy" to make "Additional Comments" mandatory if "State" is "Resolved", and I encountered the same issue. The "Post" button did not display.

[Elijah Aromola]

This sounds like it might be a bug.

[mkader]

How are bugs resolved? Do I have to wait on the next patch upgrade?