UI policy is not clearing the questions associated with the "previously" selected option in portal

[AysenurU]

Hello Community

I have a catalog item in ServiceNow that includes a question offering 'create' and 'amend' options.

When I initially selected 'amend,' certain questions were displayed based on the catalog UI policy. After choosing a specific item, 'Upgrade to Power BI premium,' to amend, I later changed my selection to 'create.' I named my item as Test. I completed all the relevant questions and submitted my request.

However, upon reviewing the Employee Center, in the additional details section I expected to only see the questions I had answered for the 'create' option. To my surprise, I also encountered a question related to the 'amend' option.

Why is this happening, and how can I resolve it?" 🤔

TIA😇

[Dr Atul G- LNG]

Hi @AysenurU 

Hope in UI Action:

Make it true please.,

[Tai Vu]

Hi @AysenurU 

In your UI Policy where you trigger to show/hide the "Please select the Catalog Item you wish to amend" variable. Let's adjust as following.

UI Policy Condition: Do you want to create a new Catalog Item or amend a pre-existing one? IS NOT Amend

UI Policy Action: Please select the Catalog Item you wish to amend => Mandatory False, Visible False and Clear the variable value is True.

Cheers,

Tai Vu

[AysenurU]

 Hi @Dr Atul G- LNG and @Tai Vu 

Unfortunately ticking Clear the variable value did not change anything. I still see the both choice details from amend and create. 😅 

I mean catalog UI polies are working fine in the portal. But the issue is with the additional details section that appears after I submit my request. Yes, in my case I started with amend option, but then I switched to create option. So I hope to see only ''Do you want to create a new Catalog Item or amend a pre-existing one?'' question details not ''Please select the catalog item you wish to amend''.

[Appy2]

Hi @AysenurU ,

I am facing the same issue ? let me know if you got some solution to solve it?

Thanks,