make “notes” field mandatory on the ticket, when ever ticket status is changed

[Santosh_Vadicherla]

Hello Experts,

I wants to make “notes” filed mandatory on the ticket, when ever ticket status changed any of the statuses.

I was trying to achieve this with Rule Editor but I am unsuccessful.

Please any one can advice or assist on this requirement.

Thanks and Regards

Santosh

[arun02_12]

Hi Santosh,

You can set the note field to mandatory using the below rule

IF(Root.Status == X ,true,false)

where X represent the status code

eg: X= 1, when the status is open

X= 2, when the status is In Process, working on it

and so on..

Hope this helps!

Best Regards,

Arun

[Santosh_Vadicherla]

Hi Arun,

Thank you for your response.

I want to try your solution but I don’t find Notes field Mandatory option to add rule with your conditions.

Please check, If possible for you to add rule to for Mandatory option for Notes field.

Thanks and Regards

Santosh

[arun02_12]

Hi Santosh,

You will not be able to make the Interaction notes as a mandatory field using rules. It might be possible using SDK.

The rule will work on any other header field or extension fields that you want to mark as mandatory based on status.

[dhruv_mehta]

As Arun said it will work , another approach is via SDK with a transient field on status change , which will be then bound to the property of note field.

[Santosh_Vadicherla]

Hello Dhruvin,

Thank you for the confirmation.

how are you?, I hope you remember me, I was with Robert bosch (2014-15).

I want to try Arun's solution but I don’t find Notes field Mandatory option to add rule with conditions.

Thanks and Regards

Santosh

[dhruv_mehta]

Oh okay. Can you post the screen?

[Santosh_Vadicherla]

Hi Dhruvin,

Thanks and Regards

Santosh

[dhruv_mehta]

Hi Santosh,

Hi , I recognized you from Bosch 🙂

Btw for the issue , I think this is interaction and not the Notes!! We can add note for sure but this is not the place where we can make it mandatory , i will check and get back to you...

[Santosh_Vadicherla]

Hi Dhruvin,

did you get time to look at this !

Regards

Santosh

[Santosh_Vadicherla]

Hi Dhruvin,

did you get time to look at this !

any chance to achieve this with the configuration or need to go for the development.

Regards

Santosh

[dhruv_mehta]

Hi Santosh,

Sorry i thought i replied yoy 😛 anyways the thing is i would try two things.

1. I would try and check if I am able to write Validation-OnSave event for the same, i think a technical person would be able to check that , I can check that but my system we dont have this interaction area , Can you tell me how did u have this , if yes I can also check and send you the code.

2. This particular area is not maintained for maitaing notes like the name suggests its an interaction between customer and service agent as per my understaning ( i could be wrong ) but i think a new field can be created just to maintain notes instead of this.

[Santosh_Vadicherla]

Hi Druvin,

please can you give me your what sup no.

i am doing Social media Integration with Facebook and Twitter.

i need some info from you.

Regards

Santosh

my mobile no: +27653546695

my what's up no: +918431814269

Email: santhoshkumar4sapcrm@gmail.com