Mandatory resolution form in incidents

[Cristina Esteve]

Dear Community,

I am trying to add a pop-up form (or something similar) when technicians resolve an incident.

It should be mandatory and they can't be able to skip it.

Could you please guide me on which table or action do I have to set? 

Thanks!

[fknell]

Hi @Cristina Esteve ,

You can achieve this by customizing the Resolve Incident UI action and its associated Resolve modal form, rather than adding a separate popup. The Resolve button already opens a built‑in dialog; you just need to make it mandatory and prevent skipping.

What you should configure: 

1. Use the existing Resolve modal

- The Resolve popup is controlled by the Resolve Incident UI action (resolve_incident) and the Resolve modal form view (ui16_incident_resolve_modal).

- You can add your custom fields to that modal and mark them as mandatory so technicians cannot skip them.

2. Add mandatory fields to the Resolve form

- Open the incident table, switch the Form view to ui16_incident_resolve_modal .

- Add your required fields (e.g., resolution details, root cause, etc.) and set them as Mandatory in the dictionary or via a Data Policy.

Hope this helps... 

[Ankur Bawiskar]

@Cristina Esteve 

OOTB Close notes and close code is mandatory when INC is marked as Resolved.

Why to add something extra? 

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