When variables are hidden through a catalog client script or catalog UI policy these variables still show up on the form on the Printer Friendly page.

Steps to Reproduce

  1. Navigate to Service Catalog > Maintain items.
  2. Open any catalog item (i.e. OOB sample 'Apple iPad3').
  3. Add two variables:
    • Question: A
    • Name: a
    • Question: B
    • Name: b
  4. Click Submit.
  5. Create a catalog client script.
    1. Name: HideVariables
    2. Type: onLoad
    3. Check "Applies on Requested Items"
    4. Script: g_form.setDisplay('a',false);
  6. Click Submit.
  7. Click Try it.
  8. Click Order Now.
  9. Navigate to Service Catalog > Items.
  10. Open a record created in step 5.
  11. Click Settings using the toggle icon.
  12. Click Printer-friendly version.

Expected results: Variables A should not be displayed with "Printer-friendly version"

Actual result: Variables A is displayed with "Printer-friendly version"


This issue has been fixed. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.

If you are not able to upgrade yet, perhaps this workaround can provide temporary relief.

Apply the attached update set sys_remote_update_set_a47ea89cdb491010542ae8cd139619cf.xml

It will create the following UI Macros in table [sys_ui_macro]:

  • question_readonly_date
  • question_readonly
  • question_readonly_masked

Delete these when the fix target is applied to the instance

Related Problem: PRB1391571

Seen In

Orlando Patch 2
SR - IRM - Audit Management - New York 2019 Q3
SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3
SR - VR - Vulnerability Response - New York 2019 Q3
SR - VR - Vulnerability Response PA Content - Madrid 2019 Q2

Intended Fix Version


Fixed In

New York Patch 9
Orlando Patch 3

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:2020-06-28 23:09:51