Different fields visibility based on user department

[rah dev]

Hi Community, good day, I am stuck in a requirement where I need to control field visibility on the “My Requests” page in Service Portal based on user department. If a user belongs to the HR department, they should see additional fields in the request list, but if the user belongs to the IT department, they should only see limited fields like request number and short description. I want to know the best practice to achieve this, whether it should be handled via widget customization, ACLs, or any other recommended approach. Any guidance or example would be really helpful.

Thanks in Advance

[lauri457]

Why does the hr department need to see additional fields on this page? What is the actual business requirement? Are they agents? Instead of trying to modify a page that serves a certain purpose, consider what would be the intended place to view whatever it is they are trying to see. 

[Tanushree Maiti]

Hi @rah dev 

You can achieve this by following steps:

1. Create a Display Business Rule on RITM to get the user's department and pass it to the client side.

• Name: Get Department for Portal
• Table: Requested Item
• When: display

• (function executeRule(current, previous /*null when async*/) {
      var user = gs.getUser();
      g_scratchpad.userDept = user.getDepartmentID(); })(current, previous);

  2. Create a script to hide/show variables based on g_scratchpad.userDept

  • Name: Show/Hide RITM Variables based on Department
  • Table: Catalog Item 
  • Type: onLoad
  • UI Type: All
  • Applies to: RITM (Ensure checkbox is checked)

  • function onLoad() {    var hrDeptSysId = 'YOUR_HR_DEPARTMENT_SYS_ID_HERE';
    
        // Variables to hide for non-HR
        var hrVariables = ['hr_variable_1', 'hr_variable_2'];
    
        if (g_scratchpad.userDept != hrDeptSysId) {
            // User is NOT in HR (e.g., IT), hide extra variables
            for (var i = 0; i < hrVariables.length; i++) {
                g_form.setDisplay(hrVariables[i], false);
            }
        } else {
            // User is in HR, ensure variables are shown
            for (var j = 0; j < hrVariables.length; j++) {
                g_form.setDisplay(hrVariables[j], true);
            }
        }
    }

[Ankur Bawiskar]

@Tanushree Maiti 

It would be nice if you could share screenshots for your approach which shows how to show/hide the fields in My Requests page in portal

[Ankur Bawiskar]

@rah dev 

this will require heavy customization

You will have to clone the OOTB widget, then make changes to it based on your department logic, then add this new widget on the page again

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