Hideing variables in the Incident Variable Editor

Sam Ogden · ‎11-13-2017

Hi All,

I have created a record producer to be used on a customer portal to create incidents. This has many variables, but the answer to 'what is the incident related to?' (inc_rel_to) decides which variables appear to the user to be answered.

I have add the Incident Variable Editor to the incident form, but I only want this to show the variables that have been answered - currently it displays all the variables on the record producer regardless of if these were visible when the ticket was submitted.

I have created the display business rule on the incident table:

I have also created the following client script:

However all the variables are displaying when I load an incident in the normal servicenow UI that has been created by my record producer.

Any help as to where I am going wrong will be greatly appreciated.

Thanks

Sam

Michael Ritchie · ‎11-13-2017

Sam, ok reworked the script. I found if I hid the container start and end fields, the entire variable formatter disappeared so I commented those lines out and added specific code NOT to hide them. I added code to hide the "mapped" fields as well. Here is my entire business rule script:

(function executeRule(current, previous /*null when async*/) {

       var hideTypes = [];

       hideTypes.push("11"); //Label

     

       g_scratchpad.emptyVars = "";

       var emptyVars = [];

     

       var producerVars = new GlideRecord("question_answer");

       producerVars.addQuery("table_sys_id", current.sys_id);

       producerVars.query();

       while (producerVars.next()) {

               // First check to see if container and if so continue since hiding will cause issues

               if (producerVars.question.type == "19" || producerVars.question.type == "20") {

                       continue;

               }

             

               // Second check to see if variable type is one we always want to hide

               if (hideTypes.indexOf(producerVars.question.type) > -1) {

                       emptyVars.push(producerVars.question.name.toString());

                       continue;

               }

             

               // Third check if variable is mapped to field, if so skip it

               if (producerVars.question.map_to_field == true) {

                       emptyVars.push(producerVars.question.name.toString());

                       continue;

               }

             

               // Fourth skip any variable with a Null value

               if (gs.nil(producerVars.value)) {

                       emptyVars.push(producerVars.question.name.toString());

                       continue;

               }

             

               // Fifth check if variable is a checkbox and hide if default value of false

               if (producerVars.question.type == "7" && producerVars.value == "false") {

                       emptyVars.push(producerVars.question.name.toString());

                       continue;

               }

       }

       g_scratchpad.emptyVars = emptyVars.join();

})(current, previous);

View solution in original post

Ashutosh Munot1 · ‎11-13-2017

Hi,

Check below links.

How to hide some specific variables from Variable editor on Incident form.

Record Producer UI Policies in Incident Variable Editor

Thank you,

Ashutosh Munot

Sam Ogden · ‎11-13-2017

Hi Ashutosh,

I need this to be dynamic, so if more variables get added in the future the script will still cater for these.

From what I can see line 6 of my client script is doing what was suggested in the first link you provided?

Thanks

Sam

Nate23 · ‎11-13-2017

Sam,

It looks like you pulled this from the SNGuru Site. Have you tried displaying infomessages to see if your scratchpad variable is populated? Also, be sure your BR is set to run onDisplay.

Michael Ritchie · ‎11-13-2017

In your Business Rule you never declare the emptyVars variable as an array. Add the following at line 3 and this should solve your issue:

var emptyVars = [];