Assistance with UI Policy Conditions for Catalog Item Permissions Request

[Austin20]

Hi Everyone! I'm having some difficultly figuring out the best route to go for getting this UI policy to work properly. I have a catalog item setup so that users can request access to documents in our system. I multiple check box variables for the types of documents. Then based on what types they select; a drop-down box will show asking them what type of access they need. Then the request goes to the document owners for approval. 

I'm getting hung up on the UI policies. I can get the drop down boxes to be hidden until they check the box. However, when they change the "select which document type group you need access to", the drop down still appears. In the second screenshot 113756, you can see that I have HR picked but have a student financial aid option still showing. If I switch back to enrollment, it will then clear the variable and make it disappear but seems like I'm missing a step. So I think the catalog item still things it's checked even though I have changed to a new group. When I switch back to enrollment it does show unchecked. 

I added some screenshots that I have on the UI policies to show how I had it setup currently. Any thoughts or suggestions? I thought of going the script route but feel like this should be possibly with the UI policy though.

Thank you!

AustinB

[Sandeep Rajput · Accepted solution]

@Austin20 From screenshot 114343, it is evident that there is a UI Policy which makes the onbase_access_em_sfa_permissions_selection field mandatory. Can you check if on UI Policy Show EM SAF Perms Selection has "Reverse if false" checkbox checked. Also, add more conditions in condition builder in Show EM SAF Perms Selection UI Policy which if not met will make the field non mandatory and ultimately hidden.

Please be informed that any Mandatory fields on the form can's be hidden via a UI Policy until it is set to non mandatory.  

[Austin20]

Hi @Sandeep Rajput - Below is a screenshot of the "Show EM SFA Perms Selection" UI policy. I do have it set to mandatory and have the box checked to reverse if false. I'm trying to say if Student Financial Aid got picked, I would like permission selected to show up and be mandatory. Then if the Student Financial Aid gets unchecked at some point while filling out the form to reverse the actions. Do I have to create a separate UI policy to make the field not mandatory if Student Financial Aid is not chosen? I thought that the reverse if false would kind of cover this scenario. Appreciate your help on this one!

Also, to add what's the difference between catalog builder vs UI policy? I saw it has similar options so I wasn't sure 

[Sandeep Rajput]

@Austin20 Ideally, the UI Policy should reverse the UI Policy actions if the conditions evaluates to false i.e. the mandatory field should become non mandatory in your case.

Can you check if there is another UI Policy or client script which is making this filed mandatory? Also, in order to debug, please deactivate all the UI Policies and activate them one by one and see which UI Policy is causing the issue.

A catalog item builder is an App Engine Studio feature using which Catalog items can be created via a guided process flow. 

A UI Policy on the other hand is a ServiceNow feature which is used to make a field required/editable and visible on the page.

[Austin20]

@Sandeep Rajput - Maybe I just needed to add more Catalog Conditions? Seems to be behaving correctly now. Does the catalog conditions work from top to bottom? Meaning that say I forget to put a condition that is actually a question before all of the other conditions are meant, does ServiceNow still try to meant that condition or does it exclude it since it comes after all of the other questions on the service catalog? Sorry if that sounds confusing.