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Description

In Service Portal, Catalog UI Policies are not applied for containers if the container has other variables in it.

Steps to Reproduce

  1. Navigate to System Definition > Plugins and activate the Service Portal plugin.

  2. Navigate to Service Catalog > Catalog Definitions > Maintain Items and select the Android item.

  3. Under Related Items, go to Variables and click New.

  4. Create a variable with the following values:

    Type: Container Start
    Ensure that Display Title is checked
    Order: 100
    Fill in the Question and Name fields.

  5. Create a variable with the following values:

    Type: Container End
    Order: 150.

  6. Apply a Catalog UI Policy on Container Start to hide it.

  7. Create a variable with the following values:

    Type: Container Start
    Ensure that Display Title is checked
    Order: 200
    Fill in the Question and Name fields.

  8. Create a variable with the following values:

    Type: Select Box
    Order: 225
    Fill in the Question and Name fields.

  9. Create a variable with the following values:

    Type: Container End
    Order: 250.

  10. Apply a Catalog UI Policy to hide on Second Container Start.

    Note that the UI policy is not applied and the second container is not hidden.

Workaround

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.

https://community.servicenow.com/community/service-automation-platform/blog/2017/05/05/service-catalog-on-service-portal

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: PRB686408

Seen In

Helsinki Patch 0 Hot Fix 1
Helsinki Patch 1
Helsinki Patch 2
Helsinki Patch 4

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-11-12 01:44:56
Published:2017-07-06