How to hide or remove COE and HR Service fields when manually creating an HR Case in HRSD?

[Satyam123]

Hi Community,

I'm working on HR Case Management in HRSD and have a requirement to hide or remove the "COE" and "HR Service" fields when manually creating an HR Case (as shown in the screenshot below).

Is it possible to hide or bypass these fields during manual case creation? If so:

Any suggestions or best practices would be appreciated!

Thanks in advance.

 

[Dr Atul G- LNG]

Hi @Satyam123 

No, I don’t think that’s possible. But may I ask why you want to hide it?

Removing the COE or ServiceNow fields could affect visibility, as they are core and necessary for agents to verify whether the case is logged in the correct area.

[Satyam123]

We want to remove because we customized servicenow as per client need; they are not using portal only Hr agent, We are not using all the tables

[Dr Atul G- LNG]

Hi @Satyam123 

I would suggest not hiding the field—it’s better to make it read-only.

We need to ensure that you're the right person to guide the customer on what’s appropriate and what’s not. Hiding the field won't serve the purpose and might even lead to selecting the wrong case type.

So, it’s better to keep it read-only rather than hidden.

[Satyam123]

from where i can make it read only or customised it, UI page or somewhere else i need to change.