Hide fields from "Case details" form on CSM portal, Client script not working for that

[Community Alums]

Hi All,

We are hiding some of fields from End user on CSM portal on Record producer form, by applying UI policies or Client script, It working on form. 

But after submitting ticket they are able to see all fields in case details as below, How I can hide that from end user (that case details tab added by "Ticket configuration module" )

[Filipe Cruz]

Hello Manisha,

You need to edit the "Service Portal" view of your cases and hide the fields that you want:

Additionally you can also create a UI Policy in the case table that is applied only to the Service Portal view:
(Uncheck "global" and select "Service Portal" in the view)

Hope this solves your issue!

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[Victoria Cooke]

You can customize the case resolution dialog to suit your business needs. You can modify the dialog to add fields like Resolution type or remove fields like Billable Time, if they don't apply to your business scenarios. You can also create case resolution rules by adding custom status values. The following sections discuss the permissions you'll need to modify the case resolution dialog and how to enable the option to customize dialogs in Customer Service Hub. You'll also learn to customize the case resolution dialog and add custom case resolution rules using examples.