Conditions are not evaluated as expected when using Variables in the condition builder for SLA Definitions, UI Policies, or other condition builders. The metadata for the variables used in the filter are not parsed correctly, causing an incorrect dot-walked condition.

Steps to Reproduce

  1. Navigate to Service Catalog > Maintain Items.
  2. Select Apple iPad 3.
  3. Modify the Variables to add a variable as follows:
    • Name: Test
    • Type: Yes/No
  4. Click Try It on the Apple Ipad 3 Catalog item.
  5. Set Test = Yes.
  6. Click Order Now.
  7. Go to the requested item for this request.
  8. Create a UI Policy for this form.
  9. Set the condition to Variables: Apple iPad 3, Test is Yes (to match the condition).
  10. Create a UI Policy Action that makes the Configuration Item field set to Visible.
  11. Reload the form.

The Configuration Item field is no longer visible.

Note: If you use developer tools, you may see debug output like the following example.

GlideFieldPolicy: Running "test variables" UI Policy on "sc_task" table js_includes_doctype.jsx?v=07-30-2014_2110&lp=Tue_Sep_02_09_05_27_PDT_2014&c=2_36:1367
GlideFieldPolicy: >>> evaluating conditions: js_includes_doctype.jsx?v=07-30-2014_2110&lp=Tue_Sep_02_09_05_27_PDT_2014&c=2_36:1367
GlideFieldPolicy: > variables's value of "<blank>" with the condition( HASITEMVARIABLE :62d8ec0e3d07a100f3620b4a2089e4d9=Yes) evaluates to FALSE js_includes_doctype.jsx?v=07-30-2014_2110&lp=Tue_Sep_02_09_05_27_PDT_2014&c=2_36:1367
GlideFieldPolicy: <<< condition exited with: FALSE js_includes_doctype.jsx?v=07-30-2014_2110&lp=Tue_Sep_02_09_05_27_PDT_2014&c=2_36:1367
GlideFieldPolicy: Setting "visible" to "false" on "assigned_to" field js_includes_doctype.jsx?v=07-30-2014_2110&lp=Tue_Sep_02_09_05_27_PDT_2014&c=2_36:1367



Use Client Scripts or Business Rules instead of UI Policies to achieve the desired outcome. 

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Related Problem: PRB607829

Seen In

Eureka Patch 10
Eureka Patch 10 Hot Fix 1
Eureka Patch 11
Eureka Patch 13 Hot Fix 2
Eureka Patch 5
Eureka Patch 9 Hot Fix 4
Fuji Patch Hot Fix 1
Fuji Patch 1
Fuji Patch 10
Fuji Patch 11
Fuji Patch 12 Hot Fix 1
Fuji Patch 13 Hot Fix 1
Fuji Patch 3
Fuji Patch 6
Fuji Patch 7 Hot Fix 5
Fuji Patch 9
Fuji Patch 9 Hot Fix 1
Geneva Patch 4
Geneva Patch 5
Geneva Patch 6 Hot Fix 2
Geneva Patch 7

Fixed In


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Article Information

Last Updated:2019-05-21 11:32:37