Troubleshooting Service Catalog Field Logic Not Working in the Portal View in SolarWinds Service Desk

Field Logic allows you to show or hide one field (the dependent field) based on the value selected in another field (the controlling field).

However, you may encounter scenarios where:

• Field Logic works correctly when an administrator or agent previews or tests the form in the Platform View.
• The same Field Logic does not work when a request is submitted through the Service Portal. Even though the same option is selected, the expected dependent field does not appear.

In some cases, even after deleting and recreating the custom field, the Field Logic rule, or the entire Service Catalog item, the issue still persists.

In most cases, this issue occurs because the dropdown option value used by the Field Logic rule contains an extra leading or trailing space that isn't immediately visible. Since Field Logic requires an exact match, even a single hidden space can prevent the rule from triggering as expected.

• Navigate to Setup → Service Desk → Custom Fields.
• Locate and open the custom field that controls your Field Logic rule. This is the field whose dropdown value is used as the trigger.
• Review each dropdown option and check for any extra spaces before or after the value.
  Tip: Click inside the option text and press the End key, or select all the text. If the cursor or selection extends beyond the visible text, there's likely a hidden trailing space.
• Remove any leading or trailing spaces so the option value matches exactly what the Field Logic rule expects.
• Save your changes.

Test the Service Catalog item again through the Service Portal to confirm that the dependent field now shows and hides as expected.

If the issue continues after completing the steps above, please contact TechnicalSupport@solarwinds.com for further assistance.