OOTB and Custom UI Policy Not Working In Service Operations Workspace
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04-21-2025 02:14 PM - edited 04-22-2025 11:20 PM
I’m encountering an issue with the OOTB UI policy "When state is On Hold, the On Hold reason field is visible and mandatory" in Service Operations Workspace.
After setting the state to "On Hold," the "On Hold reason" field only becomes visible and mandatory after the record is saved.
This also happens with UI policies I’ve created, where the UI Policy Actions only take effect after the record is saved, making the required fields mandatory — which isn't the expected behavior.
It works as expected when I tested it on my PDI
Has anyone else faced this issue in Service Operations Workspace, and how did you resolve it? It works as expected on the platform side
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04-21-2025 02:21 PM
Can you please share a screenshot of your UI Policy record? Make sure you are in Advanced view. I am guessing there is a config that is preventing this from appearing.
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04-21-2025 02:36 PM
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04-21-2025 02:47 PM
That is weird. I am not running into this issue on my PDI. Have you tried using the "Debug UI Policies" module? This may help.
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04-22-2025 02:25 PM
Yes, it works on my PDI as well. It seems to be an issue on one of the client instances.I tried that. I’m able to debug them on the platform's Incident record by inspecting elements and checking the console. How do you usually debug them for SOW?
