[ForYourInformation -39] Request cannot be completed - Impact and Urgency
As you might know, using request closing rules fields can be mandated to close a request. We often receive tickets from our customers stating that they are facing issues with closing requests with the errors below,
"Request cannot be completed. Please fill the following fields - Impact"
"Request cannot be completed. Please fill the following fields - Urgency"
This mostly occurs to customers who downgraded their ServiceDesk Plus license from enterprise edition to professional or standard edition.
Impact and Urgency are the fields that will be available only in the enterprise edition, if these fields were configured as mandatory earlier (while using enterprise edition) and downgraded the license later, this rule will still be applied while closing a request. These fields cannot be seen in the web client but will still be enabled in the database.
If you are encountering this issue, please check your ServiceDesk Plus license edition details from Help(?) > About.
If it is either standard or professional, run the below query from Reports > New Query Report to confirm whether these fields are configured as mandatory for closing requests,
select * from form_customizer where field_name in ('urgency','impact') and form_name='CloseRequest';
If these are marked as mandatory, run the below query in the application database to unmark them as mandatory fields.
update form_customizer set mandatory='false' where field_name in ('urgency','impact') and form_name='CloseRequest';
Restart the application once for this change to take effect. Now you should be able to close requests.
Refer to this article for the instructions to connect to ServiceDesk Plus database.