Hide comments section using UI Policy

[miro2]

Hi,

I need to hide Comments and Worknotes section in the HR Agent Workspace on HR case form.
I can do this using UI Policy and only apply it to the workspace view.

My question is whether I need to use the 'Reverse if false' checkbox and use a script 'Execute if false' ?

Or uncheck 'Reverse if false' and use only Execute if true.

[Dr Atul G- LNG · Accepted solution]

Hi @miro2 

Best practice is don't change / hide. You can remove the section as well by going in Form Design and remove that section.

[miro2]

Hi @Dr Atul G- LNG 
yes, need to hide whole Comment section without any conditions (but only for workspace view)

[Dr Atul G- LNG]

Hi @miro2 

You can remove this via

Incident record (Example) -- Right click - Configure - Form Layout

[miro2]

Yes, I also checked that option and this is also works
If I remove fields from here

then on Workspace whole section won't be visible, and on the U16, section Comments/Worknotes will be visible but without fields (and I'm sure agents don't use workspace on native UI)

@Dr Atul G- LNG , @Ankur Bawiskar  Note sure what is the best practice or it doesn't matter here. Or maybe go with UI Policy ?

[Dr Atul G- LNG · Accepted solution]

Hi @miro2 

Best practice is don't change / hide. You can remove the section as well by going in Form Design and remove that section.

[Ankur Bawiskar · Accepted solution]

@miro2 

Best practice recommends if you are not using those fields don't keep them in that view.

So remove that section.

But I will suggest have a discussion with customer.

Without those 2 fields agent can't communicate information to internal user and end user

So decide if those needs to be removed

If my response helped please mark it correct and close the thread so that it benefits future readers.