Symptoms

Unable to hide mandatory variables using UI Policy/Action

Release

All releases that support Service Portal

Cause

The variable will not be hidden based on UI Policy/Action when it is set to mandatory in the catalog item

Resolution

1. Set the variable to non-mandatory
2. Set the mandatory flag to true in the UI Policy Action

Additional Information

https://docs.servicenow.com/bundle/london-platform-administration/page/administer/form-administration/task/t_CreateAUIPolicy.html