UI policy and Client Script not working in native catalog view Service Catalog

[Community Alums]

Hi All

My instance version is Washington and some of the catalog item's client script, and UI policies are not working when I use 'Try It' (com.glideapp.servicecatalog_cat_item_view.do) from catalog item but the same works in Portal view. Could you please help with below queries ?

1) My customer's IT team still uses com.glideapp.servicecatalog_cat_item_view to raise request while the end users are using Portal. I suggested them not to use the native view at all. Does ServiceNow has any recommendations?

2) Multi row variables and some scripts are working in this view. Is that a technical limitation?

Thanks

[Abhay Kumar1]

@Community Alums ServiceNow strongly recommends using Service Portal as the primary interface for catalog interactions because:

The platform continues to enhance Service Portal's capabilities, while the native com.glideapp.servicecatalog_cat_item_view is being phased out for new functionality.

Service Portal offers a more modern, responsive design that’s compatible across devices, whereas com.glideapp.servicecatalog_cat_item_view is not optimized for mobile.

Many new features, such as advanced scripting, multi-row variables, and catalog builder improvements, are designed specifically for Service Portal.

Certain client-side scripts and UI policies may not function fully or consistently in the native view, as they rely on Portal-specific APIs and framework adjustments.

you might want to encourage them to transition to Service Portal for future-proofing and to avoid functionality issues, as some features may not behave consistently in the native view.

[Community Alums]

@Abhay Kumar1 - Could you please share if you have any documentation or KB article from ServiceNow ?