Remove/Hide input for comments in a form

[BrendaJoo]

Is there a method to eliminate the 'Comment/Work Notes' input field from the portal form once a ticket is closed, specifically from the Standard Ticket view or its equivalent?

Within the portal's form layout, this field behaves similar to an email dialog. Consequently, any input or post made here updates the task, even if it's in a closed state.

I've attempted UI policy modifications to remove the 'Comments' and 'Additional Comments', and even experimented with a script to remove HTML code. However, these changes only affect ServiceNow Studio and not the portal interface.

Thanks in advance.

[Dr Atul G- LNG]

Hi @BrendaJoo 

Try to make it hide via UI policy and share policy snippet.

[BrendaJoo]

Hi @Dr Atul G- LNG ,
I attempted to modify the policy UI, but the changes aren't reflecting on the portal form. I've tried hiding various fields like Comments, Additional Comments, and Work Notes, but it seems this particular field behaves differently and only appears within the portal interface. I'm unsure how to identify this specific field for modification within the portal's context.

[Dr Atul G- LNG · Accepted solution]

Hi @BrendaJoo 

Then seems it is something by design. Please log a HI case for this. 

[BrendaJoo]

I attempted to modify the policy UI, but the changes aren't reflecting on the portal form. I've tried hiding various fields like Comments, Additional Comments, and Work Notes, but it seems this particular field behaves differently and only appears within the portal interface. I'm unsure how to identify this specific field for modification within the portal's context.