CIS-ITSM Incident Management Practice Question
A service desk technician attempts to close an incident, but the system prevents the closure and displays a mandatory error message requiring the 'Close code' and 'Close notes' fields to be populated. Which component of the Incident Management application enforces these fields upon state change to Closed?
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
✓
Out-of-the-box UI Policy or Client Script
UI Policies or Client Scripts configured out-of-the-box on the Incident table make Close code and Close notes mandatory when the state is set to Closed or Resolved.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Access Control Lists (ACLs)
Why it's wrong here
ACLs control read, write, create, and delete security permissions at the row and column level, not field-level mandatory validation.
- ✗
Workflow Engine
Why it's wrong here
Workflows drive overall process flow stages, but field mandatoriness on state changes is handled by UI Policies/Client Scripts.
- ✓
Out-of-the-box UI Policy or Client Script
Why this is correct
Baseline ServiceNow uses UI Policies and Client Scripts to enforce mandatory closing fields when state changes to Resolved or Closed.
- ✗
Dictionary Overrides
Why it's wrong here
Dictionary overrides change field attributes for extended tables, not conditional mandatory states upon closure.
Visual reference
About these practice questions
Courseiva writes every CIS-ITSM question from scratch — 501 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.