In case form why I'm getting web option in channel field even I deactivate the field

[zeerodger27]

Hello, 

I'm getting the field value "Web" on "channel" field in case form how to remove this option but rest all options are working fine. checked the business rules, client scripts, Ui policies but not found anything related to WEB.

Kindly help on this issue

Attached the screenshots for reference

[Anurag Tripathi]

Hi,

Your approach is correct, something's adding WEB to channel and its showing is blue so it means its a forced entry too. You need to find the right script that is doing it.
Have you also looked at script includes? Something might be getting invoked form a client script or BR. 

[Anurag Tripathi]

Also check the link , maybe its something in the url that is added/populating the field.

[zeerodger27]

Link is ok and working on the new case form  - https://dev12235.service-now.com/sn_customerservice_case.do?sys_id=-1&sysparm_query=active=true&sysp...

[Anurag Tripathi]

If it works on new tickets fine, and old ticket isshow9ing web, this means it was a valid option at some point in time , and that record has WEB selected. It wont be overridden if that choice is not available now.