Fields not responding after adjusting UI Policies to show and require some mandatory fields.

[Jennifer Red]

Any ideas? This is only happening on the SCTASKs of the catalog I just made changes to. I used a UI Policy to hide a bunch of fields from the Service Portal and then I used UI Policies to show the fields and make them mandatory based on answers to questions, etc. I'm unable to assign to a particular user, save anything in the work notes, comments, etc. Thoughts? I'm at a complete loss right now.

[Arpan Baishya · Accepted solution]

Hi @Jennifer Red,

The underlying reason could be that the UI Policies you have configured are conflicting with one another. Please review them and make sure that the conditions they run on are not conflicting with one another. For additional troubleshooting, you may even consider deactivating one UI Policy at a time to see what difference it makes while the others are running. That would give you more clarity.

Let me know if this helps.

[Jennifer Red]

@Arpan Baishya - This did help. I've narrowed it down to two UI Policies that display more fields based on previous responses for a second SCTASK. Is this not possible or is there some other way I should be going about it? The first SCTASK works flawlessly without those last UI Policies turned on, but I need those for my 2nd SCTASK.

[Arpan Baishya]

@Jennifer Red Is there a field(s) that keep track (i.e. get updated) of what happened to the first SCTASK? If so, you can then have UI Policies configured specific to those fields so that the policies only run when the second SCTASK is displayed and not before that.

[Jennifer Red]

Some of my UI Policies must have been conflicting like you advised. I wiped them out and built them again via catalog builder and it seems to be working fine now. Thank you for your help.