Symptoms

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Unable to hide mandatory variables using UI Policy/Action

Release

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All releases that support Service Portal

Cause

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

Resolution

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

Additional Information

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