UI policy "Clear the variable value" makes a field editable in requested item view

[Natalia4]

I've created a catalog item with several variables, then added UI policy to show and require some variables based on answer to a previous question.

• "Applies on Requested Items" is checked on UI Policy
• UI Policy Action is configured as follows: 

 

It works fine in service portal, but then on requested item view the variable is editable (should be read-only) and the value is empty (it should include user's answer).

It works if I uncheck the 'Clear the variable value', but I want it to be cleared when user selects something else... Is there any other way to make it work?

[Brad Bowman]

How do you have your Catalog UI Policy defined - aside from Applies on Requested Items?  If you don't have any Catalog Conditions, then your Catalog UI Policy Action is telling it to always clear the value and make it editable since you didn't specify True or False for Read only.  Your requirement sounds confusing - if the variable should be read-only, then how can the user select something else?

[LOKESH YANGALAS]

Hello Natalia,

Any Solution you got..??

I am also facing a similar issue...

Thanks in Advance.

Regards,

Yangalasetty Lokesh

[Gabriel3]

Same here. What I done was make a separate policy for agent view, identical to the Service Portal (Catalog item view) but without clearing the value. Makes no sense the way SN works until now.

[Shayne Albaugh]

Hi Natalie,

I am having this exact issue.  Did you ever come up with a resolution?  I was having a hard time even knowing how to explain the issue.  You stated it perfectly.

Thank you,

Shayne