There is one OOB record producer named as 'Walk-up Appointment Booking' which has all the fields set to read only due to its protection policy. This comes as a part of plugin - walkup experience. Since, it is not editable, we copied it and made the necessary changes to the new one but now the EC portal shows two record producers for walk up booking appointment (one OOB and one Custom created). We want the OOB record producer to be disabled / deactivated / not visible on the EC portal. How to do this?
Hello @curr_user ,
Since the record producer is protected and can’t be edited directly, you can hide it from the ESC portal by adjusting the search source. Here's how you can do it:
Steps:
-
Go to Filter Navigator → AI Search → Search Experience → Search Sources
-
Open the search source for ESC Portal Catalogs
-
In the conditions, add a filter to exclude the OOB item by name — for example:
Name is not "Walk-up Appointment Booking"
👉 Note: If you decide to create a separate search source instead of editing the existing one, you’ll also need to update the search profile accordingly to include the new source.
You can refer to this doc for more details: 🔗Create a search source
After saving the changes, try clearing your browser cache or logging out and logging back in. In some cases, changes don’t reflect immediately without a refresh or cache clear.
Once done, search again for “Walk-up Appointment Booking” on the ESC portal. It should no longer appear. I tested this in my instance and it worked as expected.
Let me know if it works for you or if you run into any issues!
🔹 Please mark ✅ Correct if this solves your query, and 👍 Helpful if you found the response valuable.
Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024
Hello @curr_user ,
Since the record producer is protected and can’t be edited directly, you can hide it from the ESC portal by adjusting the search source. Here's how you can do it:
Steps:
-
Go to Filter Navigator → AI Search → Search Experience → Search Sources
-
Open the search source for ESC Portal Catalogs
-
In the conditions, add a filter to exclude the OOB item by name — for example:
Name is not "Walk-up Appointment Booking"
👉 Note: If you decide to create a separate search source instead of editing the existing one, you’ll also need to update the search profile accordingly to include the new source.
You can refer to this doc for more details: 🔗Create a search source
After saving the changes, try clearing your browser cache or logging out and logging back in. In some cases, changes don’t reflect immediately without a refresh or cache clear.
Once done, search again for “Walk-up Appointment Booking” on the ESC portal. It should no longer appear. I tested this in my instance and it worked as expected.
Let me know if it works for you or if you run into any issues!
🔹 Please mark ✅ Correct if this solves your query, and 👍 Helpful if you found the response valuable.
Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024
