Variable summarizer in the standard ticket tab does not honour UI policies/display submitted variable incorrectly - Known Error

Variable summarizer in the standard ticket tab does not honour UI policies/display submitted variable incorrectly Description In "Standard Ticket tab" OOB widget, on Additional Details section, Variable Summarizer shows all the variables submitted from the catalog item.

The Catalog UI polices/Client scripts do not honour the display in the Portal.

Steps to Reproduce

1. Hop to any OOB Tokyo instance.

2. Create a catalog item, with a simple variable, and a Catalog UI policy to hide the variable on certain conditions

3. Submit a request from portal

4. On the Additional Details tab, you can observe that all the variables are visible

The issue is that the Variable summarizer in the standard ticket tab does not honour UI policies/display submitted variable incorrectly.

Expected behaviour: The Additional Details tab should honour the UI policy create and hide the variable same as the Platform view

Workaround It is confirmed that the behaviour is working as expected as per design, the Variable Summarizer does not honour Catalog UI polices/Client scripts, and it will show all the variables submitted for the Requested item, it is mostly used by fulfillers users.

If you want the Catalog UI policies to apply in the Additional details Tab similar to platform view's Variable Editor, you can do the following steps to achieve it:

From the Application Navigator:

Go to the Standard ticket configuration Select table as sc_req_item, sc_task, or sc_cat_item (the table where the UI policy runs) In Tab configuration --> Go to the Tab name : Additional details Type : Choose "Variable Editor (Read only)" in the dropdown.

Widget: Optional, you may populate as Standard Ticket Tab or widget you are using