Catalog UI Policies do not work on requested items viewed on the form page of the Service Portal. When defining Catalog UI Policies on a record producer, these UI Policies fail to apply in the Variable Editor after the record is created (e.g.: fields hidden by UI Policies are shown on Variable Editor).

Steps to Reproduce


- Use case A -

  1. Create a catalog item.
  2. Create a variable.
  3. Create a catalog UI policy for the catalog item:
    • Select Applies on Catalog tasks
    • Select Applies on Requested Items
    • Set Run scripts in UI Type to Both
  4. Create a UI policy action for the variable with the following:
    1. Read Only: true
    2. Mandatory: Leave as is
    3. Visible: Leave as is
  5. Using the Self-Service view, access the catalog item. Take note of the requested item that was created.
  6. Open the requested item created from the Service portal using the form page: http://instance/sp?id=form&table=sc_req_item&sys_id=<sys id of the requested item> 
The variable is not set to read-only. The catalog UI policy does not take effect on the form page of the Service Portal.
This works as expected when the Applies on a catalog item view option is selected. However, selecting this option causes the Catalog UI Policy to take effect when user the accesses the catalog item to order.

- Use case B -

1. Navigate to Service Catalog > Record Producers

2. Click New and fill the form:

Name: Test

Table: Incident


Catalogs: Service Catalog

Category: Services

3. Save the form and go to the Variables tab and click New to add two variables:

#1 Variable

Type: Single Line Text

Catalog item: Test

Question: Note

Name: Note

#2 Variable

Type: CheckBox

Catalog item: Test

Question: Checked

Name: Checked

#3 Variable

Type: Reference

Catalog item: Test

Question: User

Name: User

Reference: sys_user

4. Go to the UI Policy tab and click New

Short description: Add one UI Policy to hide #1 Variable when Checkbox is checked

When to Apply: Checked is true

5. Save the form and go the the UI Action tab and click New

Variable name: Note

Visible: False

6. Save the form and open this record producer on the service portal to create a new record (Service Catalog > Test)

7. Fill the User field and tick the checkbox. Notice the Note field will disappear. 

8. Save the record and open the incident which is created by the record producer. Notice the hidden fields in the Variable Editor are still visible.

9. The same behaviour occurs with “Applies on Catalog Task” and “Applies on Requested Items” variables set to true or false.


How to configure the default Variable Editor on incident table



This issue is fixed in all currently supported versions. There is no workaround applicable. Please review the Fixed In section to determine the latest available patch your instance can be upgraded to.

Related Problem: PRB727410

Seen In

Helsinki Patch 5
Istanbul Patch 3
SR - ITOM - CMDB CI Class Models - 201909
SR - ITOM - Discovery and Service Mapping - 201908
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - VR - Qualys - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3

Fixed In

Istanbul Patch 7
Jakarta Patch 2

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-12-11 13:55:11