Catalog UI policy not working on Service Portal

[Sam Ogden]

Hi All,

On a record producer on our service portal I have created a couple of UI policies to make a couple of labels above groups of checkboxes.   Both of these are working when I use the 'try it' option in the normal SN UI.   When I try it on the Service portal one of these is working, the other is not.

Working UI policy

Using 'try it' function

Then allows submission as expected

On Service Portal

Then allows submission as expected.

The UI policy that is not working:

Working fine in normal ui:

Then allows submission as expected

On Service Portal

This allows submission even though both 'Has the document(s) failed to generate?' & 'Have you provided example documents?' are both false.

Any suggestions on why the logic is working on the 'try it' button but not working on the service portal?

Thanks

sam

[Shane J]

There's no way to make a 'label' type variable show as Mandatory.

[Danielle Shingi]

Solution that worked for me. Make sure the variables that you are trying to set the Catalog UI policy on is not set to Mandatory. Set this in the actual Catalog UI policy if needed. If you set it to mandatory as a variable that tells ServiceNow to always to display it on the form regardless of the Catalog UI policy set.