Hideing variables in the Incident Variable Editor

[Sam Ogden]

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 · Accepted solution]

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);

[Sam Ogden]

HI Michael,

Thanks for your help on this, seems to have done the trick.

Apologies for all the questions on this - should be the last one:

I need to make the variables that now appear be read only.

I've tried adding line 7 on the client script, but this seems to send it in an endless loop when trying to load the incident form.

Thanks

Sam

[Michael Ritchie]

Reverse the order.   The code cannot mark a field read only that isn't on the form.   Since you are hiding it first and then marking it read only its causing issues.

[Sam Ogden]

Cheers Michael realised my mistake.

Just confussed on the issue I'm getting with some of the checkbox fields.   I've checked and the 3 checkboxes are getting the value of true in the question_answers table.

Thanks

[Sam Ogden]

Hi Michael,

just noticed one other thing on this.   I have several variables where I have a label, and then multiple checkboxes. If I answer say 2 out of the 4 checkboxes, none of them are displaying in the variable editor.

Thanks