Hiding Variables in RITM

[Matt207]

Hello! 

Let me start with a brief overview of what I am trying to accomplish. We have created a form for our customers to request a two different services from us. Based on their service selection the form displays certain variables. Pretty straight forward. 

The problem we are running into is that when we go to view the request on our dashboard (RITM) we are seeing every possible variable on the form, empty or not. Regardless of service selection. I have tried a few different things. First was a script to hide empty variables but that failed. The second was creating a UI policy which was set to if variable is empty visible = false. 

The UI policy kind of worked, it would hide it even if it was filled out. So obviously that is not ideal. I hoping to get some suggestions on ways to hide empty variables or a more efficient way for those assigned to the requests (could be over 100 assigned to someone at a time) to view the requests. 

A few notes, this is a managed environment meaning I don't have access to every aspect of our environment, just to my application scope. Each service has about 20 different form fields attached to it so the RITM showing everything is a pain because its a huge amount of info to go through. Finally, leadership has more or less said this HAS to be done on one form and they don't want to have different forms for the different services. 

Thanks in advance for your suggestions and help! 

[ShubhamGarg]

Hi Matt,

This can be accomplished using Business Rule and Catalog Client Script.

Please follow this link to Hide empty variables on RITM and TASK record

https://community.servicenow.com/community?id=community_blog&sys_id=50b9aa94db0818d823f4a345ca961945

Please mark this correct if you find this link answers to your question.

Regards,

Shubham

[Matt207]

Thanks for your reply but this is not an option. I am unable to create Business Rules for those tables. 

[ShubhamGarg]

Matt,

What issue are you facing while creating Business rule?

Shubham

[Matt207]

Shubham,

We have a policy forbidding users to create business rules against sc_req_item and sc_task.