In Agent Workspace, agents are unable to update interaction after the end user closes the interaction


Description

In Agent Workspace, agents are unable to update interaction after the end user closes the interaction. An Error: Data Policy Exception: The following fields are read only: Short description Short description is a required field is thrown. If end user closes chat before that field is filled out agents are unable to update it.

Release or Environment

All supported releases

Cause

The following data policy is the reason why these errors are being thrown while trying to update a closed interaction record.

Set Read-only Fields on Close - https://<instance-name>.service-now.com/nav_to.do?uri=sys_data_policy2.do?sys_id=b146207d872013002ae97e2526cb0b48


Resolution

Disabling this data policy will resolve the issue. If you do not want to disable, you can modify the conditions to add and conditions to check if "Assigned to", "short description" fields are not empty.