CIS-ITSM Incident Management Practice Question
A customer wants to make the 'Short Description' field mandatory only when the Incident state changes to 'Resolved'. Which approach is best?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Use a UI Policy with the 'Mandatory' field set to 'True'.
UI Policies are the standard, best-practice tool for making fields mandatory based on conditions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Create a Business Rule with 'abortAction()'.
Why it's wrong here
This would prevent saving, but a UI Policy provides better user feedback.
- ✓
Use a UI Policy with the 'Mandatory' field set to 'True'.
Why this is correct
UI Policies are designed specifically for this behavior.
- ✗
Use a Data Policy on the field.
Why it's wrong here
Data policies are better suited for server-side enforcement and are less user-friendly for form feedback.
- ✗
Create an OnChange Client Script.
Why it's wrong here
UI Policies are preferred over scripts for field state changes as they are easier to maintain.
Visual reference
About these practice questions
Courseiva writes every CIS-ITSM question from scratch — 500 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official ServiceNow exam blueprint
This CIS-ITSM practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CIS-ITSM exam.