Work Notes take out mandatory in Service operations workspace

[Fu_lion201]

Hello,

How can take out the mandatory for the field work_notes in the compose section of the agent operations workspace for incidents.

I need to remove the mandatory from the work_notes field, and it does not seem to be controlled from ui policies, client scripts or UI Actions in the service operations work space. 

One of the servicenow instances that I am working, have this customized

the servicenow instance is in vancouver

[Deepak Shaerma]

Hi @Fu_lion201 

Considering this scenario, here are a few additional approaches that you might explore:

### 1. Check Workspace Configuration:
The Service Operations Workspace could have its specific configurations that override or bypass traditional UI Policies or Client Scripts.

- Navigate to Workspace Experience: In some ServiceNow versions, you can configure fields directly within the Workspace Experience. Navigate to Workspace Experience from the filter navigator and look for configurations related to the Incident form or the specific field.

### 2. Review Data Policies:
Although less common for controlling field requirements in the user interface, Data Policies also can enforce field requirements and might be impacting the work notes field.

- Navigate to Data Policies: By navigating to System Policy > Data Policies, you can review if a data policy is making the work notes field mandatory. You’re looking to modify any data policy related to the Incident table that specifies requirements for the work notes field.

### 3. Advanced Customization Considerations:
If your instance of ServiceNow has been heavily customized, there might be specific scripts or configurations implemented in a global script include, business rule, or even embedded within the Workspace Configuration itself that aren’t standard to out-of-the-box ServiceNow.

- For these cases, a closer inspection or audit of custom scripts and business rules might be necessary. Keywords to look for include mandatory, required, incident, and work_notes among others in script includes and business rules.

### 4. Consult Documentation or Support:
Since platform capabilities and configurations can change with updates and versions, consulting the most current ServiceNow documentation or reaching out to ServiceNow support directly might provide a solution more tailored to your platform’s version or particular setup.

### 5. Explore Agent Workspace and Studio IDE:
For newer versions, much of the configuration for workspaces can be managed through the Agent Workspace settings or using the Studio IDE for more advanced customizations.

- In the Agent Workspace, you can customize form layouts and field requirements more dynamically. Accessing the studio or workspace admin configurations might require elevated permissions.


Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help us alot.
Thanks & Regards 
Deepak Sharma