When the comments field is made mandatory by UI policy, filling out the comments from the activity and clicking on post does not remove the mandatory setting of the comments field from the details section

Steps to Reproduce

  1. Create a UI Policy with the following details:
         Condition: State is Resolved
         UI Policy Action Field: comments
         Mandatory: True
         Visible: Leave Alone
         Read Only: Leave Alone
    2. On Agent Workspace, open an incident where state is New
    3. On the details section, change the State to Resolved.
        The Additional Comments field on the details section is now set to mandatory
    4. Fill out the additional comments from the activity section and click on Post (do not click away from the form)
        Result: The Additional Comments field on the details section remains mandatory.
        Expected behaviour: The Additional comments field in both details and activity section should be in sync and should no longer be set to mandatory from the details section.


This problem has been identified as a future possible product enhancement. You can subscribe to this Known Error article by clicking the <strong>Subscribe</strong> button at the top right of this form to be notified when more information will become available. 

Related Problem: PRB1326035

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Article Information

Last Updated:2019-08-07 17:20:58