ServiceNow Catalog item Client Script & Ui Policy conflicts

[PrajayT]

If there are variables like "Region" & "Unit". Region is a Multiple choice type variable & Unit is a select box type of variable now based on the region & unit selection there is other variables which are 11 checkbox variables which should be mandatory & visible based on the selection of Region & unit & if its not selected then these checkboxes should not be visible on the catalog form. For this the On change of unit is already been implemented & tried through UI Policy also but the checkboxes after the selection of unit & region & then deselect those options. Clear Value script also implemented. if anybody is having some suggestions they are most welcomed. Thanks!!!

[mashdemo]

Hello @PrajayT ,

It looks like the behavior is getting overridden because both the Client Script and UI Policy are trying to control the same fields. When multiple rules ttouch visibility/mandatory at the same time, the last one that runs wins — that’s why you’re seeing checkboxes show/hide unpredictably.

In cases where visibility + mandatory are dependent on more than one variable (your Region + Unit combo), UI Policies become difficult to manage cleanly. I’d move the whole logic into the onChange scripts of Region and Unit instead of splitting it between UI Policy + Clear Value script.

Handle everything in one place:

• Set visibility

• Set mandatory

• Clear values when needed

• Re-evaluate on both Region and Unit change

This way nothing conflicts, and you get consistent results every time.

P.S.: If this helped, feel free to mark my response as helpful.

Thank you,

Mahesh.

[Ankur Bawiskar]

@PrajayT 

better to have 1 onChange catalog client script on Region and 1 on Unit variable.

Don't use UI policy as it will be confusing.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@PrajayT 

Thank you for marking my response as helpful.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Deepak Shaerma]

Hi @PrajayT 

Yes, ui policies are great for simple logic, when you have two driving variables (Region AND Unit) determining the fate of 11 other variables, a script gives you better control over the "Else" (cleanup) logic.

You likely need two onChange Client Scripts:

1. One that runs when Region changes.

2. One that runs when Unit changes.(Actually, it's cleaner to have them both call a single shared function so you don't duplicate code.)
   
   Related Script :

   function onChange(control, oldValue, newValue, isLoading) {
      if (isLoading) {
         return;
      }
   
      // 1. Get current values of BOTH variables
      var region = g_form.getValue('region'); // Replace with your variable backend name
      var unit = g_form.getValue('unit');     // Replace with your variable backend name
      
      // 2. Define your target checkboxes in an array for easy management
      var myCheckboxes = ['cb_option1', 'cb_option2', 'cb_option3', 'cb_option4']; // Add all 11 backend names here
   
      // 3. Define the specific condition for visibility
      // Example: Show if Region is 'APAC' and Unit is 'Finance'
      var isMatch = (region == 'apac' && unit == 'finance');
   
      if (isMatch) {
         // SHOW and make MANDATORY
         for (var i = 0; i < myCheckboxes.length; i++) {
            g_form.setDisplay(myCheckboxes[i], true);
            g_form.setMandatory(myCheckboxes[i], true);
         }
      } else {
         // HIDE, make NON-MANDATORY, and CLEAR VALUE
         // Crucial: You must set mandatory false BEFORE hiding, or ServiceNow might throw an error
         for (var j = 0; j < myCheckboxes.length; j++) {
            g_form.setMandatory(myCheckboxes[j], false);
            g_form.clearValue(myCheckboxes[j]); // This ensures no "stale" data remains
            g_form.setDisplay(myCheckboxes[j], false);
         }
      }
   }

   Happy to help! If this resolved your issue, kindly mark it as the correct answer ✅  and Helpful and close the thread 🔒 so others can benefit too.

   Warm Regards,

   Deepak Sharma

   Community Rising Star 2025