When a label variable for a catalog item is set to mandatory by either a Catalog Client Script or Catalog UI Policy, it is neither displayed as mandatory, denoted by asterisk, nor enforced in Service Portal.

However, mandatory labels work in the backend catalog item view because they are denoted with an asterisk and are enforced upon Catalog Item form submission.

For more information on the existing types of variables, see the product documentation topic Types of variables.

Steps to Reproduce


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

  2. Do a Name search for Blackberry and select the first option, Blackberry.

  3. Under Related Links, navigate to Variables and click New.

  4. Create a variable with the Type set to Label, provide text in the Question and Name fields, and click Submit.

  5. Click Update.

  6. In the instance, navigate to the Service Catalog and search for Blackberry.

  7. Open the item, and note the label variable created earlier.

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

  9. Open Blackberry and note the label variable created earlier.

  10. In the instance, navigate to Service Catalog > Catalog Definitions > Catalog UI Policies and click New.

  11. Enter Blackberry in the Catalog item field and any text into Short Description.

  12. Right-click in the form header and click Save.

    The Related Links section now includes Catalog UI Policy Actions.

  13. Click New and under Variable Name, enter the name of the label variable created earlier, and set Mandatory to True.

  14. Click Submit.

  15. In the instance, navigate to the Service Catalog.

  16. Search for Blackberry and open the item.

    Note that the label variable created earlier is indicated as mandatory, denoted by an asterisk.

  17. Navigate to Service Portal and click Order Something.

  18. Click Blackberry.

    Note that the label variable created earlier is not indicated as mandatory despite the UI policy setting.


Further use case:

  1. Navigate to / and click New to create a catalog item with the following values:

    Name: Test
    Active: True
    Catalogs: Service Catalog (make sure that it is used by the Service Portal sp as Catalog)

  2. Save the record and create a new variable set with the name test vs.

    For more information, see the product documentation topic Create a variable set.

  3. Save the variable set and create the following three variables for it.

    • Type: Label
      Question: label
      Name: label
      Order: 100

    • Type: Checkbox
      Question: test1
      Name: test2 
      Order: 110 Selection Required: True

    • Type: Checkbox
      Question: test1
      Name: test2
      Order: 120

  4. Click Try it for the item Test.

    The checkboxes are grouped together and one of them should be selected because they are mandatory.

  5. Open the maintain item through the Service Portal sp.

    Notice the checkboxes are not grouped together and only the test1 checkbox is mandatory. Selecting only test2 does not allow the submission of the request.



This problem has been fixed in Kingston Patch 6 and all later releases, where the Service Portal provides modern, easy-to-use, device agnostic experiences for end users or requestors.

The Service Portal was not initially designed to provide full feature parity with the Platform experience. The updates provided in the Community post Service Catalog on Service Portal might help overcome some of those challenges in earlier instances. There is an update set within the link that adds two new fields to the sc_cat_item table using iFrames, but has changes that mask the iFrame experience.

Warning: Before using the update set on instances where an upgrade is not possible yet, please understand the following:

This update set approach is not a product offering but rather is provided only as an option that you can use if you choose to do so. This approach is not supported. 

This workaround 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: PRB700689

Seen In

Helsinki Patch 2
Helsinki Patch 5
Helsinki Patch 6
Helsinki Patch 6 Hot Fix 1
Jakarta Patch 4
Jakarta Patch 7
Jakarta Patch 8
Kingston Patch 1
Kingston Patch 4

Fixed In

Kingston Patch 6

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-06-27 06:41:04