Incident Subcategory Visibility (Frontend vs. Backend)

[JuanGDev]

Hello Community,

I am looking for the best practice method to add a new Subcategory choice to the Incident form that is only visible in the backend and hidden on the Service Portal/Customer-facing Incident Form.

The Goal:

I have successfully added a new choice to the subcategory field on the incident table via "Configure Choices." I need this new option to be available for assignment and reporting in the standard (backend) Incident view, but not selectable by end-users when submitting an incident from the Service Portal.

Example Case:

This is exactly the case for our existing subcategory, "Suspicious Email", which is not presented to end-users on the Service Portal form but is visible and selectable when an IT member is working on the incident in the backend. I need to replicate this behaviour for my new subcategory.

 

My Questions:

-How can I find the exact configuration that is currently excluding the existing 'Suspicious Email' choice from the Service Portal form so I can replicate it for my new 'Vulnerability' subcategory?

-Based on this request (backend-only subcategory visibility), what is the most robust and recommended ServiceNow approach to achieve this?

[JenniferRah]

"Suspicious Email" is not an OOTB subcategory, so it must be something you have added. But here is one way to do what you are wanting. 

If your Service Portal is using a Record Producer, which is typical, you can write an onLoad Catalog Client Script on that record producer to remove the Subcategory selection you want to hide. That way the users will never see it from the Service Portal.

It should be noted that if any of your users use the Record Producer on the client, then it also would not show there, but it would show up if they just created a new Incident (by using the "New" button, for example).