Amending 'Close' UI Action on Interactions

[StewartFletcher]

Good morning,

We have a requirement to amend the UI Action 'Close' on Interactions. Currently this just straight up closes an Interaction as Closed Complete, and doesn't require any information being input to advise why.

What we want to be able to do is when a user clicks 'Close', it flags the Work Nots field as mandatory and doesn't allow it to be closed.

For ref, this is the current script on the UI Action -:

function onClick(g_form) {

    getMessage("Are you sure you want to close this interaction?", function (msg) {

        g_modal.confirm(getMessage("Confirmation"), msg, function (confirmed) {

            if (confirmed) {

                g_form.setValue('state', 'closed_complete');

                g_form.save();

            }

        });

    });

    return false;

}

So it gives a confirmation message to the user to confirm they want to close it, then does that. I can set a field to be mandatory when that happens, but it needs to stop the ticket being able to be closed without this information.

Still getting to grips with scripting so any advice or hep would be appreciated.

[Peter Bodelier]

Hi @StewartFletcher,

Why not simply use a UI Policy?
Condition state = Closed.

UI Policy Action Work Notes Mandatory true

When a user clicks close, the field is set mandatory, before the record is saved.

[StewartFletcher]

HI Peter,

That's already a thing we have in place - however, a number of users will simply click the 'Close' button and that completely bypasses the UI Poicy and ignores it. There's a resistance to remove that button completely, so I'm looking at what's possible.

[Peter Bodelier]

Hi Stewart,

Could you share a screenshot of the UI Policy?
It shouldn't be bypassed.

[StewartFletcher]

So it actually sets the Closure Code field as mandatory, then the user has to select a reason in there. Even though that Closure Code field gets set to mandatory, the UI Action to Close jsut ignores it and closed anyway.

Even if you manually change the State to Closed Complete to make the Closure Code field appear and be mandatory, THEN click the Close button, it still just ignores it.