OOTB and Custom UI Policy Not Working In Service Operations Workspace

[Shivani A]

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

[jcmings]

Could there be a conflicting UI policy running on that table that is somehow blocking this one? I would also encourage you to use the OOTB debug tools as they may give more info than the console. You can try turning on all debugs and viewing the pop-up to see what is firing.

I can't speak to SOW specifically.

[Shivani A]

I checked all the client scripts and other UI policies. No issues there. Also everything works fine on the platform side, but the issue only seems to persist on the SOW.
Instead of using UI Policy Actions, I tried enabling "Run Scripts," but that didn’t seem to help either.
Interestingly, some of the existing OOB UI policies work, but others like the one I mentioned and any new ones don’t seem to be working.

As for debugging, I’ve already tried it, but didn’t find anything useful. For UI Policy debugging, after enabling it, the JavaScript debug window doesn’t appear. It seems like it doesn’t work with the Next Experience. I also checked other community posts, and they mentioned checking the browser console, which seems to work.

[jcmings]

Gotcha. At this point it may be worth opening a HIWAVE ticket with ServiceNow. They should be able to determine the reason. Keep us updated!

[Shivani A]

Sure, I was just about to do that. Thanks!

[Ankur Bawiskar]

@Shivani A 

it worked fine for me in SOW

When I moved State -> On Hold -> On Hold Reason became visible and mandatory

Seems something is configured in your client instance which is blocking this UI policy to work as expected

If my response helped please mark it correct and close the thread so that it benefits future readers.