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]

I did some testing, the same thing happens in my New York instance. Did this not happen prior to the upgrade? It would make sense that this is intentional, when you post notes to the comments it blanks out the field. The point of setting a field to be mandatory is to prevent the user from updating the record without setting certain fields/values. If a user "posts" a comment then SNOW won't be able to tell client side that the field was populated.

[mkader]

No this did not happen before. I just found this article and it is saying that this is intended behavior, but the "additional comments" field is still mandatory. If this were intended behavior, I would expect the "Additional comments" field to not be mandatory.  

https://hi.service-now.com/kb_view.do?sys_kb_id=c875999fdbcc4810414eeeb5ca961998&id=kb_article_view&...

Are there any workarounds to make this work other than disabling the client script?

[Elijah Aromola]

I'm not aware of any. Have you tried converting this functionality into a UI policy to see if that makes a difference?

[mkader]

Yes I did. I disabled the Client Script and created a UI Policy to act the same way, but still did not work

[Elijah Aromola]

I would consider opening a HI ticket if this worked previously.