UI Policy hides variable in Service Portal, but it's appearing in the back end

[Heisenberg777]

I have a variable in a catalog item that UI Policy normally hides in the service portal. However, in the back end after creating the ticket, it appears. The variable is not mandatory and I have already checked and the options applied to the request and task are filled in the UI Policy and yet this variable appears in the back end. I've already tried to hide it even via client script and it continues to appear in the back end. I adjusted the order of the UI Policies and checked if there are other UI Policies that control this variable, and there is only one UI Policy controlling it. I don't know what else to do. Could anyone help me?

The variable is the "Attached the agreement of the Manager Mr. from your area". 

[Juhi Poddar]

Hello @Heisenberg777 

• As per my understanding you want to hide the variable "Attached the agreement of the Manager Mr. from your area".
• From the image I see this is a mandatory field.
• Set mandatory to false before hiding it as the mandatory field cannot be made hidden.

Refer this kb article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0718566

Hope this helps!

"If you found my answer helpful, please like and mark it as an "accepted solution". It helps future readers to locate the solution easily and supports the community!"

Thank You
Juhi Poddar

[Ankur Bawiskar]

@Heisenberg777 

are you sure no other script is showing it?

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