Change management

[KamanaM]

We have change module 

where in closure code is mandatory while closing any change, however while fetching details 

I found there are few users are able to close the record without selecting closure code 

Is this some license issue or what could be the reason and how we can fix this.

[M Iftikhar]

Hi @KamanaM,

This behaviour is likely due to the difference between UI Policies and Data Policies in ServiceNow.

UI Policies are enforced only on the client side, meaning they apply when users interact with records through the standard UI (such as a form). However, if a record is being updated through server-side mechanisms such as scripts, integrations, workflows, or background processes then those UI Policies do not apply. This could be your case.

To enforce the field requirement regardless of how the record is being updated, you can create a Data Policy with the same conditions. Make sure to check Use as UI Policy on client option = true to ensures the policy applies both on the client and server sides.

To further investigate, I recommend reviewing the following knowledge base (KB) articles:

• Records are getting resolved without closure code and closure notes - Support and Troubleshooting
• Incident tickets are being closed with empty "Close Notes" - Support and Troubleshooting

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[Dr Atul G- LNG]

Hi @KamanaM 

Please check if you have a UI policy applied on the Closed Code field. If it's marked as mandatory, then it should be enforced for all users—unless the record is being closed via a script.

Technically, if a UI policy is in place, it should not allow users to close a Change without providing a Closed Code.