How to remove choice from channel dropdown in SOW

[josh_oman]

Hello everyone,

I've done a bit of searching on this forum and have not seen any posts that answer this question so please forgive me if this has been covered (relatively new to the ServiceNow platform).

I'm looking to remove one of the options from our Channel choice list in the SOW. We worked with a member of ServiceNow previously who was able to hide this option on our incident form (it is used for auto generated event tickets), so we would like to ensure our SOW has the same choices available to our users.

Any insight into how this can be accomplished would be greatly appreciated! Thanks in advance!

[Robbie]

Hi @josh_oman,

There are a couple of ways to remove this value.

If you want to 'remove' the value, meaning it should not be selectable under any means or interface etc, you can inactivate the value via the choice list. A few things to consider before going down this path. You've mentioned it's used for auto generated records and it seems the value is valid under certain circumstances and should it be reportable on etc... I would therefore 'hide' the value as described below.

If you simply want to 'hide' the value from being selectable by users on both the backend/portal/SOW, a UI Policy as configured below will do the job.

On the backend (non SOW view), right-click at the top of an open Incident record, and select 'Configure > UI Policies'

Create a new UI Policy as shown in the images below.

For this example, I've hidden the channel value of email. You can obviously adapt this accordingly.

Best practice tip - control this via a UI policy as it's the last callable code when the form loads so will override any client scripts etc.

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Thanks, Robbie