question Re: UI Policy not hiding field in Service Operations Workspace Overview tab in Developer forum

UI Policy not hiding field in Service Operations Workspace Overview tab

mhashemi — Fri, 26 Sep 2025 21:48:36 GMT

I created a UI policy to hide a specific field from the form view, based on the type of change. In platform view, the field is hidden as expected (not visible for standard/normal changes), but when I load the change in Service Operations Workspace, I can see the field on the Overview tab of all changes (I cannot see the field on the Details tab).

The config is as follows:

What could I be missing here? How do I control the Overview tab?

Re: UI Policy not hiding field in Service Operations Workspace Overview tab

Rafael Batistot — Fri, 26 Sep 2025 23:23:50 GMT

Hi @mhashemi

UI Policies and Client Scripts you configure in the classic platform do not automatically apply in Workspace (Agent Workspace, Service Operations Workspace, CSM Workspace, etc.).

Workspaces use Form Layouts + Form Configurations + UI Builder rules instead of the old UI Policy mechanism for hiding/showing fields. That’s why your field is still visible in the Overview tab in Service Operations Workspace.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1574951

Re: UI Policy not hiding field in Service Operations Workspace Overview tab

kaushal_snow — Sat, 27 Sep 2025 00:57:42 GMT

Hi @mhashemi ,

Because the Overview tab in Service Operations Workspace is rendered via UI Builder layouts and not the standard form UI, a UI Policy alone won’t hide a field there, you must edit the workspace design in UI Builder and remove or conditionally hide the field in the Overview layout...

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

Re: UI Policy not hiding field in Service Operations Workspace Overview tab

Bhuvan — Sat, 27 Sep 2025 03:38:09 GMT

@mhashemi

You can create a page variant and hide the fields using Client Scripts in Service Operations Workspace or hide Overview tab using below link where I shared the steps

https://www.servicenow.com/community/change-management-sow-forum/hide-overview-tab-on-change-request-in-service-operations/m-p/3373176

Alternate way is to control the audiences who can see Overview tab by using 'Edit all audiences' option

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

Re: UI Policy not hiding field in Service Operations Workspace Overview tab

Ankur Bawiskar — Sat, 27 Sep 2025 04:55:06 GMT

@mhashemi

please share where you want this to be working.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: UI Policy not hiding field in Service Operations Workspace Overview tab

mhashemi — Sun, 28 Sep 2025 20:05:48 GMT

I don't want to hide the overview tab, I want to conditionally hide a field from the tab.

Re: UI Policy not hiding field in Service Operations Workspace Overview tab

mhashemi — Sun, 28 Sep 2025 20:06:13 GMT

I want to conditionally hide a field from the overview tab, in the SOW.

Re: UI Policy not hiding field in Service Operations Workspace Overview tab

mhashemi — Sun, 28 Sep 2025 20:07:48 GMT

How do I conditionally hide the field in the Overview layout?

Re: UI Policy not hiding field in Service Operations Workspace Overview tab

mhashemi — Mon, 29 Sep 2025 22:08:56 GMT

Unless someone has a more elegant idea, here is what I did:

From the UI16 of [change_request], opened Form Designer and copied the SOW-Change-Overview view (the default view for the workspace) and called it "SOW Change Overview Non Emergency", removing the "Emergency Change Approver" field
In the SOW View Rules Config record in [sys_ux_view_rules_configuration] (UX View Rules Configuration), create a new Workspace View Rule ([sysrule_view_workspace]) called "Emergency Change Approver Field"
In the Workspace View Rule:

Assigned the table to [change_request]
Assigned the view "SOW Change Overview Non Emergency"
Lowered the execution order
Added the condition "Type is not Emergency"