question Re: Catalog item "clear the value" checkbox issue in Developer forum

Catalog item "clear the value" checkbox issue

Yogita11_ — Wed, 28 Aug 2024 16:07:47 GMT

Hello, everyone.

Does anyone have a solution for the "clear the value" checkbox issue on UI Policy?

When we check the checkbox, the variable values on RITM disappear, and when we uncheck the checkbox, a problem occurs on the form (after checking and unchecking the conditional checkbox variable, the previous value of the variable that was supposed to be cleared remains). Has anyone found a solution? that it should function as "clear the value" on the portal but not vanish the value on the RITM.

Thank you

Re: Catalog item "clear the value" checkbox issue

Mark Roethof — Wed, 28 Aug 2024 16:11:33 GMT

Hi there,

Not aware of this being an issue. Can you share your setup, perhaps we can reproduce?

Re: Catalog item "clear the value" checkbox issue

Ramz — Wed, 28 Aug 2024 16:51:00 GMT

Hi @Yogita11_ ,

In Ui Policy you have options as applies to catalog item, applies to Requested Item ,in that check on catalog item alone so that it will work only on portal

Please mark my answer helpful/correct if it resolved your query

Thanks

Re: Catalog item "clear the value" checkbox issue

Yogita11_ — Wed, 28 Aug 2024 17:59:15 GMT

Yes, Sure.

Scenario one - As shown in the screenshot above, I initially checked the checkbox, which populated the "Please mention the device" variable. So I entered the value "test", then unchecked the checkbox, and the single line text variable disappeared. If I check the checkbox again, the value is cleared from that variable. This is expected and should clear the old value. So this happened because the "clear the variable value" was set to true, as shown in the screenshot below.

However with this configuration the variable "Please mention the device" value is always get vanished on the RITM. This is the problem.

Scenario Two— And vice versa If "clear the variable value" is set to false, the dependent variable value(single line text)will not be cleared after checking and unchecking the checkbox on form. So, that does not looks good on because it stores the old value. We want the above behavior (Scenario one) without vanishing the variable on RITM.

Could you please suggest the solution.

Thank you

Re: Catalog item "clear the value" checkbox issue

OlaN — Wed, 28 Aug 2024 17:28:44 GMT

Hi,

Can you please also share the conditions on the Catalog UI Policy ?
It will help understand the issue, and give proper suggestions.

Re: Catalog item "clear the value" checkbox issue

Yogita11_ — Wed, 28 Aug 2024 17:55:51 GMT

Condition is simple "Need Hardware" is true.

Re: Catalog item "clear the value" checkbox issue

Yogita11_ — Wed, 28 Aug 2024 18:02:39 GMT

Single line text variables are hidden true and it get populated when checkbox get checked. Therefore as you say's uncheck the applies on RITM, then that variables will not visible on RITM ot tasks.

Re: Catalog item "clear the value" checkbox issue

Najmuddin Mohd — Wed, 28 Aug 2024 18:22:38 GMT

HI @Yogita11_ ,
To overcome this issue, I use OnChange Catalog client script and clear the values of dependent fields using g_form.clearValue('field_name');

Hope this information helps you.

Regards,
Najmuddin.

Re: Catalog item "clear the value" checkbox issue

Mark Roethof — Wed, 28 Aug 2024 18:24:56 GMT

Gotta test it out to reproduce, though just based on your input: Visible = true and Clear the variable value = true looks a really odd scenario. I would expect Clear the variable value = true only with Visible = false.

Re: Catalog item "clear the value" checkbox issue

Mark Roethof — Wed, 28 Aug 2024 18:31:44 GMT

Just tested, it is indeed your setup that is wrong. You should use Clear the Variable value = true in combination with Visible = false.

Re: Catalog item "clear the value" checkbox issue

Mark Roethof — Wed, 28 Aug 2024 18:32:17 GMT

The issue is just due to misconfiguration. No need for Client Scripting.

Re: Catalog item "clear the value" checkbox issue

Mark Roethof — Wed, 28 Aug 2024 18:33:59 GMT

Also see this article I wrote 5 years ago:
https://www.servicenow.com/community/developer-articles/clear-the-field-value-clear-the-variable-value/ta-p/2330119

Re: Catalog item "clear the value" checkbox issue

Mark Roethof — Thu, 29 Aug 2024 05:50:15 GMT

See my comment. You issue is just due to a misconfiguration on your end.

Re: Catalog item "clear the value" checkbox issue

Yogita11_ — Thu, 29 Aug 2024 07:34:42 GMT

Hello @Mark Roethof ,

Really Thank you for your reply. As you mentioned, use "Clear the value" with the combination visible false. Yes, it appears to be a good combination; the value must be clear when the variable does not fill.

But that will not work for me because, as shown in the above screenshot, single line text must be visible true when the checkbox is checked, whereas your suggestion will work in the opposite direction. So I'm really excited to find out what the solution is in my case. I want to show the single line text variable when the checkbox is checked, and if the value is filled in single line text. and the checkbox is unchecked, it should clear the value at that time. However, doing this wrong setup. clearing the value on the RITM when user submit form by filling the single line text variable. as shown in the screenshots below.

-------------

To clear up any confusion, here are the steps to reproduce the issue:
1] Two variables.

2] UI Policy

I know the combination is incorrect, but what is the solution for my case? For example, if the checkbox is unchecked, the value on the portal should be cleared so that the user does not see the old value when they check it again. I have already read your previous article but have not found a solution to this case.

If you help us resolve this conflict, it will benefit a large number of people.

Thank you

Re: Catalog item "clear the value" checkbox issue

Yogita11_ — Thu, 29 Aug 2024 07:36:33 GMT

Yes, I am aware of this workaround, but I believe it is not the proper or standard practice.

Re: Catalog item "clear the value" checkbox issue

Mark Roethof — Thu, 29 Aug 2024 07:38:13 GMT

I've verified this yesterday already, this is all you need (and ofcourse another UI Policy for the devices):

Re: Catalog item "clear the value" checkbox issue

Yogita11_ — Thu, 29 Aug 2024 10:43:00 GMT

Thank you so much Mark. To clarify my confusion regarding misconfiguration.