UI Policy and Client Script not working on "Ticket Form" [ticket] page on Service PortalDescription A Catalog UI Policy or a Catalog Client Script to hide a catalog item variable do not work on the OOB "Ticket Form" [ticket] page on Service Portal. Steps to Reproduce Navigate to Maintain Items > Apple iPad 3 /nav_to.do?uri=pc_hardware_cat_item.do?sys_id=060f3afa3731300054b6a3549dbe5d3e Create a New Variable "SP Test" /nav_to.do?uri=item_option_new.do?sys_id=d89ed5b913047200efffb6004244b00bType: Single Line TextQuestion: This variable is hidden by UI Policy Name: sp_ui_policy_test Default Value: This field should not be visible Create a Service Catalog UI Policy /nav_to.do?uri=catalog_ui_policy.do?sys_id=035fddb913047200efffb6004244b0ea%26sysparm_view=advancedApplies to: A catalog Item Condition: none Applies on a Catalog Item view: true Applies on Catalog Tasks: true Applies on Requested Items: true On load: true Reverse if false: true Create a UI Policy Action to hide variable /nav_to.do?uri=catalog_ui_policy_action.do?sys_id=31ff19f913047200efffb6004244b012%26sysparm_view=advancedCatalog Item: Apple IPad3 Variable name: sp_ui_policy_test Visible: false Navigate to SP > Order Something > Apple iPad3 /sp?id=sc_cat_item&sys_id=060f3afa3731300054b6a3549dbe5d3eNotice how the variable is hidden as expected: Submit an orderNavigate to the requested item in the Ticket form [ticket] /sp?id=ticket&table=sc_req_item&sys_id=3640a9f913047200efffb6004244b00c&view=spNotice the variable is not hidden: OOB ticket page (uses Ticket Fields widget): /nav_to.do?uri=sp_page.do?sys_id=84af292247132100ba13a5554ee4909e OOB Widget - Ticket Fields /nav_to.do?uri=sp_widget.do?sys_id=5736bf52cb30020000f8d856634c9c2d Notes: Tested outside of SP - the UI Policy **works** directly on the sc_req_item form: /nav_to.do?uri=sc_req_item.do?sys_id=2975e57113447200efffb6004244b005 Tried replacing the Catalog UI Policy with a Catalog Client Script /nav_to.do?uri=catalog_script_client.do?sys_id=eb0769f113447200efffb6004244b062 Applies to: A catalog item UI Type: All Applies on a Catalog Item view: true Applies on Requested Items: true function onLoad() { g_form.setDisplay('sp_ui_policy_test', false); } The resulting behaviour is the same as the UI Policy, it works on the order something page and outside SP, but not on the [ticket] page. Workaround This is expected behaviour. The widgets on the default "ticket" page (ticket-conversation and ticket-fields) do not include or contain a Form widget, so they can not use Client Scripts or UI Policies. They are simpler widgets to only show information without benefit of those conditional scripts. As a workaround, to be able to add UI Policies or Client Scripts, use or create another page that makes use of the Form widget. Then UI Policies and Client Scripts will be available. Related Problem: PRB741358