UI Policies

Catalog UI Policies

Overview

This skill covers creating and managing UI policies for Service Catalog items:

• Creating UI policies with conditions
• Show/hide/mandatory/disabled actions
• Scripted UI policy conditions
• UI Policy Actions and their REST API limitations
• Workarounds for linking actions via background scripts
• Testing and debugging UI policies

When to use: When building dynamic catalog forms that need to show/hide fields, make fields mandatory based on other selections, or implement complex conditional logic.

Who should use this: Catalog administrators and developers building service catalog items with dynamic form behavior.

Prerequisites

• Roles: catalog_admin or admin
• Access: catalog_ui_policy, catalog_ui_policy_action, item_option_new tables
• Knowledge: Basic catalog item structure, variables
• Related Skills: catalog/variable-management for variable creation

Understanding Catalog UI Policies

UI Policy Components

┌─────────────────────────────────────────────────────────┐
│                    Catalog UI Policy                     │
├─────────────────────────────────────────────────────────┤
│  Catalog Item: [reference to sc_cat_item]               │
│  Short Description: "Show approval fields for >$1000"   │
│  Conditions: amount>1000                                │
│  On Load: true    Reverse If False: true                │
│  Script True: [optional advanced logic]                 │
│  Script False: [optional reverse logic]                 │
├─────────────────────────────────────────────────────────┤
│                    UI Policy Actions                     │
├─────────────────────────────────────────────────────────┤
│  Action 1: manager_approval → visible=true, mandatory=true │
│  Action 2: justification → visible=true                    │
│  Action 3: cost_center → disabled=false                    │
└─────────────────────────────────────────────────────────┘

UI Policy Evaluation

User Opens Form
      │
      ▼
┌─────────────────┐
│  On Load = true?│───No──► Conditions evaluated only on change
      │
     Yes
      │
      ▼
┌─────────────────┐
│ Evaluate        │
│ Conditions      │
└────────┬────────┘
         │
    ┌────┴────┐
    │         │
  True      False
    │         │
    ▼         ▼
┌────────┐ ┌────────────────┐
│ Apply  │ │Reverse If False│───Yes──► Apply opposite actions
│Actions │ │    = true?     │
└────────┘ └───────┬────────┘
                   │
                  No
                   │
                   ▼
              Do nothing

Procedure

Phase 1: Create Basic UI Policy

Step 1.1: Create UI Policy Record

Simple Condition-Based Policy:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy
  data:
    catalog_item: [catalog_item_sys_id]
    short_description: "Show approval fields when amount exceeds $1000"
    active: true
    on_load: true
    reverse_if_false: true
    order: 100
    global: false
    run_scripts: false

Result: Returns sys_id of created UI policy (e.g., policy_sys_id)

Step 1.2: Understand UI Policy Fields

Phase 2: Add UI Policy Conditions

Step 2.1: Simple Field Condition

Conditions compare variable values using encoded query syntax:

Create Policy with Condition:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy
  data:
    catalog_item: [catalog_item_sys_id]
    short_description: "Show manager approval for external vendors"
    conditions: "vendor_type=external"
    active: true
    on_load: true
    reverse_if_false: true
    order: 100

Condition Syntax Examples:

Step 2.2: Multiple Conditions (AND/OR)

AND Conditions:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy
  data:
    catalog_item: [catalog_item_sys_id]
    short_description: "Require justification for high-cost IT equipment"
    conditions: "department=IT^hardware_type=laptop^estimated_cost>2000"
    active: true
    on_load: true
    reverse_if_false: true
    order: 200

OR Conditions:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy
  data:
    catalog_item: [catalog_item_sys_id]
    short_description: "Show security review for sensitive departments"
    conditions: "department=Finance^ORdepartment=Legal^ORdepartment=HR"
    active: true
    on_load: true
    reverse_if_false: true
    order: 300

Phase 3: Create UI Policy Actions

CRITICAL: UI Policy Actions cannot be fully linked to variables via REST API due to ServiceNow limitations. The catalog_variable field requires special handling.

Step 3.1: Understand the Limitation

When you create a catalog_ui_policy_action via REST API:

• The record is created successfully
• The catalog_variable field WILL NOT link properly
• The action won't work until manually fixed or updated via background script

Why This Happens:

• The catalog_variable field expects a special format: IO:[variable_sys_id]
• The REST API doesn't properly resolve this reference type
• This is a known ServiceNow platform limitation

Step 3.2: Create Action Record (Step 1 of 2)

First, create the UI policy action record:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy_action
  data:
    ui_policy: [policy_sys_id]
    visible: true
    mandatory: true
    disabled: false

Result: Returns action sys_id (e.g., action_sys_id)

Note: The action is created but NOT linked to any variable yet.

Step 3.3: Link Action to Variable (Step 2 of 2)

REQUIRED: Use background script to properly link the action:

Tool: SN-Execute-Background-Script
Parameters:
  script: |
    // Link UI Policy Action to Catalog Variable
    var actionSysId = '[action_sys_id]';
    var variableSysId = '[variable_sys_id]';

    var gr = new GlideRecord('catalog_ui_policy_action');
    if (gr.get(actionSysId)) {
      // The catalog_variable field requires IO: prefix
      gr.setValue('catalog_variable', 'IO:' + variableSysId);
      gr.update();
      gs.info('Linked UI policy action ' + actionSysId + ' to variable ' + variableSysId);
    } else {
      gs.error('UI policy action not found: ' + actionSysId);
    }
  description: Link UI policy action to catalog variable

Step 3.4: Batch Link Multiple Actions

For multiple actions, batch them in one script:

Tool: SN-Execute-Background-Script
Parameters:
  script: |
    // Batch link UI Policy Actions
    var links = [
      { action: '[action1_sys_id]', variable: '[var1_sys_id]' },
      { action: '[action2_sys_id]', variable: '[var2_sys_id]' },
      { action: '[action3_sys_id]', variable: '[var3_sys_id]' }
    ];

    var success = 0;
    var failed = 0;

    links.forEach(function(link) {
      var gr = new GlideRecord('catalog_ui_policy_action');
      if (gr.get(link.action)) {
        gr.setValue('catalog_variable', 'IO:' + link.variable);
        gr.update();
        gs.info('Linked: ' + link.action + ' -> ' + link.variable);
        success++;
      } else {
        gs.error('Action not found: ' + link.action);
        failed++;
      }
    });

    gs.info('Batch link complete: ' + success + ' success, ' + failed + ' failed');
  description: Batch link UI policy actions to variables

Phase 4: UI Policy Action Types

Step 4.1: Show/Hide Variables

Show a variable when condition is true:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy_action
  data:
    ui_policy: [policy_sys_id]
    visible: true
    mandatory: false
    disabled: false

Then link to variable using background script (Step 3.3).

Hide a variable (with reverse_if_false):

• Set visible: true in action
• Set reverse_if_false: true on policy
• When condition is FALSE, variable will be hidden

Step 4.2: Mandatory Actions

Make variable mandatory when condition is true:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy_action
  data:
    ui_policy: [policy_sys_id]
    visible: true
    mandatory: true
    disabled: false

Common Pattern: Show AND make mandatory:

• visible: true - Show the field
• mandatory: true - Require a value
• With reverse_if_false: true - When condition false, field hidden and not required

Step 4.3: Disabled/Read-Only Actions

Make variable read-only when condition is true:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy_action
  data:
    ui_policy: [policy_sys_id]
    visible: true
    mandatory: false
    disabled: true

Use Case: Lock calculated fields or display-only values.

Phase 5: Scripted UI Policies

Step 5.1: Enable Script Execution

For complex conditions that can't be expressed in simple encoded queries:

Tool: SN-Update-Record
Parameters:
  table_name: catalog_ui_policy
  sys_id: [policy_sys_id]
  data:
    run_scripts: true
    script_true: |
      // Runs when condition is TRUE
      // Access variables via g_form
      var amount = g_form.getValue('amount');
      var dept = g_form.getValue('department');

      if (parseFloat(amount) > 5000 && dept == 'IT') {
        // Additional client-side logic
        g_form.showFieldMsg('amount', 'Requires CIO approval', 'info');
      }
    script_false: |
      // Runs when condition is FALSE (optional)
      g_form.hideFieldMsg('amount');

Step 5.2: Script Examples

Complex Validation:

// script_true
var hardware = g_form.getValue('hardware_type');
var quantity = parseInt(g_form.getValue('quantity')) || 0;

// Show warning for bulk orders
if (hardware == 'laptop' && quantity > 10) {
  g_form.showFieldMsg('quantity', 'Bulk orders require procurement approval', 'warning');
}

// Dynamic mandatory based on multiple fields
if (hardware == 'other') {
  g_form.setMandatory('other_description', true);
}

Date Validation:

// script_true
var startDate = g_form.getValue('start_date');
var endDate = g_form.getValue('end_date');

if (startDate && endDate) {
  var start = new Date(startDate);
  var end = new Date(endDate);

  if (end < start) {
    g_form.showFieldMsg('end_date', 'End date must be after start date', 'error');
    g_form.setMandatory('end_date', true);
  }
}

Phase 6: Complete UI Policy Example

Step 6.1: Full Implementation

Scenario: Software request form where:

• If license type is "Enterprise", show cost center and manager approval
• If quantity > 5, require business justification

Step 1: Get variable sys_ids:

Tool: SN-Query-Table
Parameters:
  table_name: item_option_new
  query: cat_item=[catalog_item_sys_id]
  fields: sys_id,name,question_text
  limit: 50

Step 2: Create Policy 1 - Enterprise License:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy
  data:
    catalog_item: [catalog_item_sys_id]
    short_description: "Show approval fields for Enterprise license"
    conditions: "license_type=enterprise"
    active: true
    on_load: true
    reverse_if_false: true
    order: 100
# Result: policy1_sys_id

Step 3: Create Actions for Policy 1:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy_action
  data:
    ui_policy: [policy1_sys_id]
    visible: true
    mandatory: true
    disabled: false
# Result: action1a_sys_id (for cost_center)

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy_action
  data:
    ui_policy: [policy1_sys_id]
    visible: true
    mandatory: true
    disabled: false
# Result: action1b_sys_id (for manager_approval)

Step 4: Link Actions to Variables:

Tool: SN-Execute-Background-Script
Parameters:
  script: |
    var links = [
      { action: '[action1a_sys_id]', variable: '[cost_center_var_sys_id]' },
      { action: '[action1b_sys_id]', variable: '[manager_approval_var_sys_id]' }
    ];

    links.forEach(function(link) {
      var gr = new GlideRecord('catalog_ui_policy_action');
      if (gr.get(link.action)) {
        gr.setValue('catalog_variable', 'IO:' + link.variable);
        gr.update();
        gs.info('Linked: ' + gr.sys_id);
      }
    });
  description: Link enterprise license policy actions

Step 5: Create Policy 2 - Bulk Order:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy
  data:
    catalog_item: [catalog_item_sys_id]
    short_description: "Require justification for bulk orders (>5)"
    conditions: "quantity>5"
    active: true
    on_load: true
    reverse_if_false: true
    order: 200
# Result: policy2_sys_id

Step 6: Create and Link Action for Policy 2:

Tool: SN-Create-Record
Parameters:
  table_name: catalog_ui_policy_action
  data:
    ui_policy: [policy2_sys_id]
    visible: true
    mandatory: true
    disabled: false
# Result: action2_sys_id

Tool: SN-Execute-Background-Script
Parameters:
  script: |
    var gr = new GlideRecord('catalog_ui_policy_action');
    if (gr.get('[action2_sys_id]')) {
      gr.setValue('catalog_variable', 'IO:[justification_var_sys_id]');
      gr.update();
      gs.info('Linked bulk order justification action');
    }
  description: Link bulk order policy action

Phase 7: Testing and Debugging

Step 7.1: Verify UI Policy Configuration

Query all policies for a catalog item:

Tool: SN-Query-Table
Parameters:
  table_name: catalog_ui_policy
  query: catalog_item=[catalog_item_sys_id]^active=true
  fields: sys_id,short_description,conditions,on_load,reverse_if_false,order,run_scripts
  limit: 50

Query all actions for a policy:

Tool: SN-Query-Table
Parameters:
  table_name: catalog_ui_policy_action
  query: ui_policy=[policy_sys_id]
  fields: sys_id,catalog_variable,visible,mandatory,disabled
  limit: 20

Step 7.2: Debug Action Links

Check if catalog_variable is properly linked:

Tool: SN-Query-Table
Parameters:
  table_name: catalog_ui_policy_action
  query: ui_policy=[policy_sys_id]
  fields: sys_id,catalog_variable.name,visible,mandatory,disabled
  limit: 20

If catalog_variable.name is empty, the link failed - run the background script again.

Step 7.3: Testing Checklist

Before Testing:

• All UI policies are active
• All policy actions have linked variables (catalog_variable not empty)
• Order numbers are set correctly (no conflicts)
• reverse_if_false is set appropriately

Test Scenarios:

1. On Load: Open form fresh - verify initial visibility
2. True Condition: Set values to make condition true - verify actions apply
3. False Condition: Change values to make condition false - verify reverse
4. Multiple Policies: Test combinations of conditions
5. Script Policies: Verify scripts execute without errors

Step 7.4: Common Debug Commands

Find unlinked actions:

Tool: SN-Query-Table
Parameters:
  table_name: catalog_ui_policy_action
  query: ui_policy.catalog_item=[catalog_item_sys_id]^catalog_variableISEMPTY
  fields: sys_id,ui_policy.short_description
  limit: 50

Get variable sys_ids by name:

Tool: SN-Query-Table
Parameters:
  table_name: item_option_new
  query: cat_item=[catalog_item_sys_id]^name=manager_approval
  fields: sys_id,name

Tool Usage Summary

Best Practices

• Descriptive Names: Use clear short_description for debugging
• Order Carefully: Lower order executes first - avoid conflicts
• Use reverse_if_false: Cleaner than creating two opposing policies
• Test Both States: Always test true AND false conditions
• Minimize Scripts: Use conditions when possible - scripts are slower
• Document Logic: Comment complex conditions in description field
• Batch Link Actions: Use single background script for multiple links
• Verify Links: Always query to confirm catalog_variable is populated

Troubleshooting

UI Policy Not Executing

Symptom: Variable visibility/mandatory doesn't change Causes:

1. Policy inactive
2. Condition syntax error
3. Action not linked to variable Solution:

Tool: SN-Query-Table
Parameters:
  table_name: catalog_ui_policy
  query: catalog_item=[item_sys_id]
  fields: short_description,active,conditions

Check active=true and verify condition syntax.

Action Not Linked (catalog_variable Empty)

Symptom: Policy executes but field doesn't change Cause: REST API limitation - action not properly linked Solution:

Tool: SN-Execute-Background-Script
Parameters:
  script: |
    var gr = new GlideRecord('catalog_ui_policy_action');
    gr.get('[action_sys_id]');
    gr.setValue('catalog_variable', 'IO:[variable_sys_id]');
    gr.update();
    gs.info('Fixed action link');
  description: Fix unlinked UI policy action

reverse_if_false Not Working

Symptom: Variable stays visible/mandatory when condition is false Causes:

1. reverse_if_false not enabled
2. on_load not enabled (only evaluates on change) Solution:

Tool: SN-Update-Record
Parameters:
  table_name: catalog_ui_policy
  sys_id: [policy_sys_id]
  data:
    on_load: true
    reverse_if_false: true

Script Errors

Symptom: Console errors when form loads, script not executing Cause: JavaScript syntax error in script_true or script_false Solution:

1. Check browser console for errors
2. Validate JavaScript syntax
3. Test script in browser console first

Multiple Policies Conflicting

Symptom: Unpredictable variable behavior Cause: Multiple policies affecting same variable with conflicting actions Solution:

1. Query all policies affecting the variable
2. Adjust order numbers
3. Consider consolidating into single policy with complex condition

Related Skills

• catalog/variable-management - Create and configure variables
• catalog/item-creation - Full catalog item setup
• catalog/approval-workflows - Approval configuration
• admin/script-execution - Background script patterns

References

• ServiceNow Catalog UI Policies
• UI Policy Actions
• Client Scripts vs UI Policies