Visibility of Variable on Record Producer

[Jason116]

We have a record producer on our CSM portal titled "Create a Case". I’ve added a variable called 'Product', which references the Sold Products table (sn_install_base_sold_product_list). However, I only want this variable to be visible under specific conditions.

On the Account form, there is a field called 'Account Team' with several choice options.
If the 'Account Team' field has either Choice A or Choice B selected, I want the 'Product' variable on the "Create a Case" record producer to be visible to the customer.
If neither of these choices is selected, the 'Product' variable should remain hidden.
Essentially, when a customer accesses the 'Create a Case' record producer, it should check the 'Account Team' field on their account and show or hide the 'Product' variable based on the selected choices.

Any guidance or suggestions on how to implement this would be greatly appreciated!

[Sandeep Rajput]

@Jason116 You can easily address this using a UI Policy on the Create a Case record producer.

Simply add a UI Policy on record producer, here is an example.

In this example I am only showing the comments field if the urgency field has High or medium selected.

Hope this helps.

[Jason116]

Hi Sandeep,

Sorry forgot to mention that yes I have tried that but it only allows me that base this on conditons on the catalog item fields it does not show me the account for fields and I need to the conditon based on 'Account Team' field on the account

[debendudas]

Hi @Jason116 ,

You can create a Catalog UI Policy to achieve this, please follow the below steps:

• Open your record producer "Create a Case"
• Go to "Catalog UI Policies" related list and click on "New" button to create a new Catalog UI Policy
• Fill out the mandatory fields and provide your condition in the "Catalog Conditions" and Save the record.
• From the related list, create New "Catalog UI Policy Actions"

Please follow the ServiceNow Documentation for Catalog UI Policy: https://docs.servicenow.com/bundle/xanadu-servicenow-platform/page/product/service-catalog-managemen... 

[Jason116]

Sorry forgot to mention that yes I have tried that but it only allows me that base this on conditons on the catalog item fields it does not show me the account for fields and I need to the conditon based on 'Account Team' field on the account