What to Do When the Required Fields are Missing - SCCD

Answer

Purpose: This document will provide details about how to correct a situation that can occur where the Required Fields are missing when ?Comment for Ops? action is taken. There are two situations where this can happen. This document will show the correct steps to take in both situations.

Situation 1 ? The Required Fields Do Not Display when ?Comment for Ops? action is Selected

1. When the Comment for Ops action is taken there should be three required fields that are displayed and are required.
2. If those required fields do not display then Ticket Sync will not be able to successfully create a SR or Incident.
3. In order to correct the issue the CSR will cancel the action and then click on ?Comment for Ops? action again. The Required Fields should display to allow for proper sync to SCCD.
4. Should the required fields fail to display again please submit a ticket using the process documented here.

Situation 2 ? The Required Fields are not Displayed AFTER ?Comment for Ops? Action is Submitted

1. When the Comment for Ops action is taken there should be five required fields that are displayed and are required.
2. If those five required fields do not display and the comment has been submitted then Ticket Sync will not be able to successfully create a either an Incident or Service Request.
3. In order to correct the issue the CSR will click on ?Comment for Ops? action again and ensure the three required fields are displayed. The same comment will be added and then Submit selected.
4. Should the required fields fail to display again please submit a ticket using the process documented here.