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.

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.


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 is 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: PRB700689

Seen In

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

Intended Fix Version


Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

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Article Information

Last Updated:2018-03-12 07:10:26