Unable to hide label variables in Service Portal Catalog. Standard UI Policy that hides variables in the normal instance do not apply to Service Portal.

Steps to Reproduce

  1. Navigate to Service Catalog > Catalog Definitions > Maintain Items.

  2. Search in the Name field for "Blackberry" and choose the first option, Blackberry.

  3. Select New in the Variables related list.

  4. Set Type to Label.

  5. Enter text into the Question and Name fields and click Submit.

  6. Click Update.

  7. Navigate to the Service Catalog.

  8. Open the Blackberry item.

    Note the label variable created earlier.

  9. Navigate to the Service Portal and click Order Something.

  10. Select Blackberry.

    Observe the Label Variable created earlier.

  11. Navigate to Catalog UI Policies and click New.

  12. Under Catalog item, enter "Blackberry" and enter some text into the Short Description field.

  13. Save the UI Policy to view Catalog UI Policy Actions.

  14. Under Catalog UI Policy Actions, click New.

  15. Under Variable Name, enter the name of the label variable created earlier.

  16. Set Visible to False and click Submit.

  17. Navigate to the Service Catalog and open the Blackberry item.

    Note that the label variable created earlier is no longer visible.

  18. Navigate to Service Portal and click Order Something.

  19. Select Blackberry.

    Note that the label variable created earlier is still visible despite the newly created UI policy.



The intent with Service Portal is to enable our customers to provide modern, easy-to-use, device agnostic experiences for their end users or requestors. We do not intend to provide full feature parity between the Platform experience and the Service Portal experience. However, we do understand that you may have built out catalog item forms that are fairly complex and do not render well in the Service Portal today. Hopefully, the updates provided in the link below will help you overcome some of those challenges.

If they do not, there is an update set within the link that adds 2 new fields to the sc_cat_item table using iFrames but has changes that mask the iFrame experience.

Before using the update set, please understand:

  • This approach is not a product offering, but only provided as an option that you can use, if you choose to do so. There will be NO SUPPORT for this.
  • This is intended to be a short-term option so you can continue to use the Service Catalog on the Service Portal, while you set in motion plans to transform your catalog item forms to fit the Service Portal experience.


Related Problem: PRB688345

Seen In

Fuji Patch 12
Helsinki Patch 0 Hot Fix 1
Helsinki Patch 1
Helsinki Patch 2

Associated Community Threads

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Article Information

Last Updated:2019-05-21 11:32:46