User changed the incident state to resolved without filling mandatory fields

[tulasi8]

Hi Community,

User changed the incident state to resolved without filling mandatory fields. Even i checked it in history when they changed the state to resolved at that time mandatory fields are not filled . How it is possible ?

Regards,

Tulasi.

[RaghavSh]

That depends how have you made the fields mandatory.

Example: If you have made the fields mandatory using client code (client script /UI policy), in that case user can mark the incident resolved from list view. To stop user from doing such, you need to use data policy. There can be multiple other scenarios. 

Check with user how he did the same.

Please mark the answer correct/helpful accordingly.

[Ankur Bawiskar]

@tulasi8 

if they would have done from UI then data policy will block the update as there is already 1 OOTB data policy for incident table for Resolved State

Data policy works on form, list, etc

If it got updated via background script then data policies can be skipped using setUseEngines(false)

Did someone run background script with that function on GlideRecord?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[tulasi8]

@Ankur Bawiskar the incident was opened by virtual assistant , and the fields are  mandatory by dictionary level 

[Ankur Bawiskar]

@tulasi8 

who or how it was created is fine but who is showing as sys_updated_by when State moved to Resolved?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏