UI Policy not working in Agent Workspace - SCTASK

[Luiz Lucena]

Hello everyone, 

We have a custom field in the SCTASK form that is meant to be used only by the Service Desk. 
It is mandatory before closing it and was setup as Global. I've cleared the Global checkbox and created a second UI Policy just for Workspace view, but even though is not working.
What am I missing?

Thanks in advance

Luiz

[Kieran Anson]

Hi,

your UI Policy action has a conflict, have you checked to see what the conflict is (denoted by the orange/red dot).

[Luiz Lucena]

That makes sense, as I had to create a second UI policy for Workspace view...

How should be done in a way that the policy works for both default and workspace views?

[Kieran Anson]

Hey,

If the logic desired is the exact same between both UIs you can ignore the view and just set global to true

[Luiz Lucena]

Was like that before and was not working, that was the reason I tried a second one for workspace view.

After you pointed the conflict, I disabled the original one and even though, no success. Couldn't find anything in the documentation either.

EDIT:
Found (finally) in the HI portal KB, there is a known error to be fixed in Quebec!
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0824430