Mandatory Fields in Incidents

[sseverance]

Hi folks. Quick question on mandatory fields in Incidents. Is it possible to use conditional logic to make a field mandatory on Incidents? For instance, if the category is application, then make the service a mandatory field. 

[Todd Goodhew]

Yes.  Use UI Policies for this.

[GlideFather]

Hi @sseverance,

there are several options, but for example if you create a onChange client script that will work in form view, but not for the list view. Always think about different approaches or decide what you want to achieve 🙂

With that onChange client script together with disabling list-edit option for that field, otherwise change as per list view will not bring the mandatory attribute to the service field...

[AndersBGS]

Hi @sseverance 

I would agree with @GlideFather both OnChange client script and disabling edit by listview. Remember that conditional logic needs to be on client side, hence OnChange client script would be the way to go.

[Sachin_Nasa]

Hi @sseverance ,

Conditional mandatory fields on Incident

Yes, this is absolutely possible in ServiceNow.

If you want to make a field mandatory based on a condition (for example, when Category = Application, make Service mandatory), there are two common approaches:

UI Policy (Best for simple/static configuration)

If the requirement is simple and statically driven, UI Policies are the best and recommended option.

UI Policies allow you to:

• Define conditions (like Category = Application)
• Make fields mandatory, visible, or read-only
• Avoid scripting and keep the configuration clean and maintainable

This works well for most standard requirements and is easier to support long term.

onChange Client Script (For dynamic logic)

If you need more dynamic or complex behavior, an onChange Client Script can be used. This is useful when:

• Multiple conditions are involved
• Logic cannot be achieved using UI Policies alone
• Real-time calculations or advanced checks are required

Recommendation

For this specific use case (Category = Application → Service mandatory), a UI Policy is the best approach.
Use an onChange Client Script only when UI Policies are not sufficient.

The screenshots already shared by other community members correctly demonstrate this setup.

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