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Work Notes Mandatory Popup Appears on 'Close Task' Despite Entering Notes after Zurich Upgrade

santoshisabat
Tera Contributor

3 weeks ago

santoshisabat_0-1762530789463.png

I'm facing an issue where a mandatory field popup for Work Notes appears when a user clicks the 'Close Task' button—even though they have already entered work notes.

There is a UI Policy configured to make Work Notes mandatory when the task state is either Closed Complete or Closed Incomplete. I'm wondering if this behavior is due to the UI Policy or something else in the configuration.

Ideally, if the user has entered Work Notes and clicks on 'Close Task', they should not be prompted again to fill in the mandatory field.

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Dr Atul G- LNG
Tera Patron
Tera Patron

3 weeks ago

HI @santoshisabat 

I think this is the expected behavior because the UI Policy is applied to the state from which this message is triggered by the UI Action. However, since it’s happening after an upgrade, you might want to raise a case with ServiceNow to get more clarity and a proper fix.

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James Chun
Kilo Patron

3 weeks ago

Hi @santoshisabat,

 

I am not sure what you are asking here. You have identified that there is a UI Policy that is setting the work note mandatory but you are not sure if it's actually causing the problem? Have you tried disabling it and closing the task?

 

I couldn't help but notice that the work note in the screenshot is empty. I know you said the user entered the work note but just want to confirm that when you say 'entered work note' it does not include posting the work note?

 

Can you also share which task/table this is and the name of the workspace?

 

Cheers

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