UI Policy not hiding field in Service Operations Workspace Overview tab

[Mike Hashemi]

I created a UI policy to hide a specific field from the form view, based on the type of change. In platform view, the field is hidden as expected (not visible for standard/normal changes), but when I load the change in Service Operations Workspace, I can see the field on the Overview tab of all changes (I cannot see the field on the Details tab).

The config is as follows:

What could I be missing here? How do I control the Overview tab?

[Rafael Batistot]

Hi @Mike Hashemi 

UI Policies and Client Scripts you configure in the classic platform do not automatically apply in Workspace (Agent Workspace, Service Operations Workspace, CSM Workspace, etc.).

Workspaces use Form Layouts + Form Configurations + UI Builder rules instead of the old UI Policy mechanism for hiding/showing fields. That’s why your field is still visible in the Overview tab in Service Operations Workspace.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1574951

[kaushal_snow]

Hi @Mike Hashemi ,

Because the Overview tab in Service Operations Workspace is rendered via UI Builder layouts and not the standard form UI, a UI Policy alone won’t hide a field there,  you must edit the workspace design in UI Builder and remove or conditionally hide the field in the Overview layout...

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Mike Hashemi]

How do I conditionally hide the field in the Overview layout?

[Bhuvan]

@Mike Hashemi 

You can create a page variant and hide the fields using Client Scripts in Service Operations Workspace or hide Overview tab using below link where I shared the steps

https://www.servicenow.com/community/change-management-sow-forum/hide-overview-tab-on-change-request...

Alternate way is to control the audiences who can see Overview tab by using 'Edit all audiences' option

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan