- My View
Our staff is starting to use the Mobile App which is great. We have ran into a few items that have caused some issues and we are working on these as we find them. One of the latest things we noticed is that when a team member resolves a INC through the Mobile App it does not require some of our mandatory fields to be filled out. It is like the app bypasses these mandatory fields leaving them blank.
The issue this causes- We have some reports that look at the closure code, leaving this blank impacts these reports.
What version of ServiceNow are you seeing this in? If "Run Scripts" is not selected in the following OOTB UI policy "Show close code and notes if closed or resolved" on an incident, the same UI policy should execute fine on both mobile and desktop. If "Run scripts" is checked and there is a custom script, you will need to select "Mobile" or "Both" in the "Run Scripts in UI type filed to have the policy run on the mobile interface too.
Thank you for this information. We are on Istanbul Patch 9a. I will look at the information above and will let you know if I have any additional questions. If this resolves the issue, I will make sure to update your response.
This is a known issue with platform.
The fields Close Code and Close Notes are made mandatory for Resolved / Closed incidents using a UI Policy. UI Policies get applied only when the corresponding fields are displayed in the form layout. Platform does not execute UI Policies against fields that are not shown in the form layout.
In the OOB Mobile form layout of the Incident table, these fields are not shown, hence the OOTB UI Policy is not getting applied.
To resolve this issue, please configure the form layout for Incident table, select the "Mobile" view and ensure these two fields are shown in the UI.
Similar issue will happen if someone were to change the State to Resolved / Closed from a list view. UI Policies are not honoured in list views also.
If you want to enforce these fields to be made mandatory at all times, you can create a Data Policy that makes these two fields mandatory when Incident is Resolved / Closed. Data policies get enforced irrespective of how the Incident records gets updated. In fact Data Policies do provide a certain level of control on when to enforce them.
Hope this helps you.