3804017 - Validation error persists for Case Description mandatory rule after value is provided — Service Cloud Version 2

Validation rule on value in case description field is triggered a second time after updating with value 

• Product: SAP Service Cloud Version 2
• Customization for SAP Service Cloud

1. Activate the Determination Rule in Case Service - set to raise an error if the Description field is empty.
2. Create a case.
3. Add mandatory fields.
4. Do not add a value to the Description field.
5. Save and open (error is raised as expected).
6. Add a value to the Description field and Save and open.
7. Error is still raised despite value in the field.

System limitation: the Case Description is modeled as a Note entity association in Service Cloud Version 2. This architecture prevents the expression-based onPostHook validation from recognizing the in-transaction update to Description, so the validation error persists even after a value is entered.

1. Implement an External Post Hook on sap.crm.service.caseService (POST/create) to validate Description:
2. Create an External Hook with type validation on the Case create event.
3. In the external service, check description/content; if empty or unknown, return a validation error response to block creation.
4. Disable the internal expression-based onPostHook validation rule for Description to avoid duplicate and persistent validation errors.
5. For preventing edits after creation, enforce read-only behavior for the Description (Note) via UI/authorization configurations; dynamic properties for the standard Description are not supported.

refer to: Create External Hooks

refer to: External Hook Request and Response Structure

case description, validation error,  caseService_customLogic, external hook, post hook, onPostHook, sap.crm.service.caseService, expression validation, note entity, description mandatory, read-only after creation, thing inspector, dynamic properties , KBA , CEC-CRM-CZM , Customization for SAP Sales/Service Cloud , Problem