UI policies not reversing when false

TEdwards · ‎08-27-2019

We have a problem with UI policies not reversing when false if the user changes the mind about their answer mid-submission. For example, in one catalog item the user has three options to choose from. If they choose one of two options (New Access or Change existing access) then several variables appear which require answers.

If the user answers Yes to one of these questions, a required text field appears for them to complete.

However, if the user realizes in mid-submission that they should have chosen "Remove access", the text field ("Please indicate the picklist to which the employee should be added") does not disappear.

This happens in other catalog items as well. I was wondering if anyone else had experienced this and what they did to resolve it. A colleague has recommended adding yet another UI policy which makes the text fields not visible under the appropriate conditions to counteract this problem, but this does not seem practical, especially when "Reverse if false" should make the unneeded field(s) not visible.

TEdwards · ‎08-27-2019

Actually we believe we have an answer to this. When the user chooses "New Access" or "Change current access" in answer to the question "Please indicate whether this is new access or modification to existing access" our catalog UI policy makes the variable "Does the employee need to be added to a picklist?" visible. Another catalog UI policy makes the text field appear when the user answers "Yes" to this question. When the answer to "Please indicate whether this is new access or modification to existing access" is changed to "Remove access" the policy that makes "Does the employee need to be added to a picklist?" visible is reversed, but since a separate policy makes the text variable appear it does not affect that variable.

Thanks to all who offered their thoughts regarding this!

View solution in original post

johnfeist · ‎08-27-2019

Hi Tricia,

Are you using UI Policies or Catalog UI Policies? If the former, try switching to catalog policies for catalog items. If you are already using Catalog UI Policies, it would be helpful to see what you have set up.

Hope that helps.

:{)

Helpful and Correct tags are appreciated and help others to find information faster

Ankur Bawiskar · ‎08-27-2019

Hi Tricia,

if reverse if false is set to true then it should reverse the operation

what is the condition in your UI policy?

is the condition as value is one of New Access or Change existing access

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur

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Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Sanket Khabiya · ‎08-27-2019

In your catalog ui policy make use of Add 'OR' Clause to set the Visibility of variables.

shloke04 · ‎08-27-2019

Hi,

Can you post a screenshot of your UI Policy which you have created?

Also to not when you are writing your UI policy write in this way that "if this condition matches to True" then show these fields as true.

Don't try to do the reverse thing like if this is X then hide this field or so.

Do something as IF Field Value is X then makes this field appear or mandatory based on your requirement.

Hope this help. Please mark the answer as helpful/correct based on impact.

Regards,

Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke