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.

[Ramz]

Hi @Evan McElfresh ,

Do this and let me know if it works.

1. Set Run scripts flag as true

2. Set Run scripts in UI type as ALL

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks

[Evan McElfresh]

Thank you for your reply.

I just tried this and got the same result; no mandatory on the SCTASK in SOW.

[Ramz]

Write another UI policy with same condition

Uncheck global you will get view option, select workspace in it and see if that UI policy applies to SOW.

Also set run script to true and Run scripts in UI type as ALL

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks

[Evan McElfresh]

I wrote the existing UI policy directly from the catalog item, so there is no "Global" checkbox. When I try to write a UI Policy directly from that table, I don't see a way to make it apply to a specific catalog item in the same way, so I have been unable to test your proposal.