blank Incidents are getting created in Instance

[Hemanth Naik]

We got a scenario where Incidents are getting created even when mandatory fields are not filled from Integrations as well as instance. Checked all client scripts and UI policies. All are working fine. May I know the reason for this issue. Please let me know how to resolve this.

[Amit Verma · Accepted solution]

Hi @Hemanth Naik 

The field level validations (such as Mandatory, ReadOnly or Visibility) won't be validated if the incident is being created through external integrations or from server side scripts within the instance. 

A simple way to solve this is to ensure that right and mandatory set of inputs goes in for creation of the incident. You can have the validations being enforced on your server side scripts or integrations before the incident gets created.

On the instance side, you can have a business rule that could do the check before the record is created to check gs.isInteractive() and recognize whether it is coming from a user or REST API. The BR cannot make a field mandatory, but it can check for null/empty values and throw an error (gs.addErrorMessage()) for mandatory unpopulated fields.

Alternatively, you can look out to implement some data policies as well to fix this.

Thanks & Regards

Amit Verma

[Vishal Birajdar]

Hello @Hemanth Naik 

Is data policy applied for the fields which are mandatory on forms...??

Can you try applying Data policy and then check...!!!

[Hemanth Naik]

Thankyou for replying,  @Vishal Birajdar most of the incidents are getting created from  external Integrations

[Vishal Birajdar]

Hello Hemanth...

Yeah...understood....!!

As mentioned by @Amit Verma  form level validations are not validated when actual data manipulation happens by external sources or while creating incident through Business rule/script.

So its better to have fields Mandatory on Database .....

[Amit Verma · Accepted solution]

Hi @Hemanth Naik 

The field level validations (such as Mandatory, ReadOnly or Visibility) won't be validated if the incident is being created through external integrations or from server side scripts within the instance. 

A simple way to solve this is to ensure that right and mandatory set of inputs goes in for creation of the incident. You can have the validations being enforced on your server side scripts or integrations before the incident gets created.

On the instance side, you can have a business rule that could do the check before the record is created to check gs.isInteractive() and recognize whether it is coming from a user or REST API. The BR cannot make a field mandatory, but it can check for null/empty values and throw an error (gs.addErrorMessage()) for mandatory unpopulated fields.

Alternatively, you can look out to implement some data policies as well to fix this.

Thanks & Regards

Amit Verma