Different UI Policy results between backend SCTASK forms and Service Operations Workspace SCTASKs

[Evan McElfresh]

Edit: added two configuration detail entries after some additional testing

tl;dr

I am building a new catalog item (manually, not with UI Builder) and need a particular variable to be mandatory at the Catalog Task level. This is working as intended when viewing the SCTASK in the ITIL view, but the mandatory flag is not populating in Service Operations Workspace.

Current configuration details:

- The catalog item (Computer) does not have any native variables, but uses four variable sets.

- The malfunctioning variable is in a variable set ('Asset Details') that is not used anywhere else.

- The variable ('Serial Number') by default is not mandatory, is visible, and is not read-only.

- In the UI Policy, the variable ('Serial Number') is set to be mandatory, at the Catalog Task level, when one condition is true.

- No other UI policies affect that variable.

- The associated Flow populates this variable correctly in the SCTASK.

- Other variables on the form that have a similar UI Policy are working correctly in Service Operations Workspace.

- If I choose to have the UI policy also affect the request item, it works normally.

- When this catalog item is picked from an order guide, the UI policy works normally (i.e. it only fails to work properly when the catalog item is ordered on its own). 

Please help! I'm happy to provide any additional context or details.

[Evan McElfresh · Accepted solution]

Good news / bad news

Good news, I have a working solution.

Bad news, it was a workaround, not a true solution.

Here's what I did:

I just approached the UI Policy in a different way to avoid whatever bug I was encountering. So instead of my problem variables being non-mandatory by default and the UI policy flipping it to mandatory in certain situations, I set the variable to mandatory, and defined the cases where it should not be mandatory.

Thank you, @Ramz for your thoughts and suggestions during this troubleshooting process.