Hide Variables in service portal view

Shiva Kumar8 · ‎04-05-2022

Hi Community,

We want to hide few fields for a catalog item in service portal which we achieved using UI policies but the issue here is after the ticket is submitted in the portal the hidden fields are showing up and the data is showing up if an action is taken in provider view(service desk). please find the attached screenshot for reference,

Those are checkboxes we hid them in service portal and I checked "Create Legal Sub Task" checkbox in service desk and the value changed to true in portal, Is there aa way we can hide completely in portal view so that the end user not see the fields.

Thanks.

KMP · ‎06-13-2022

Hi! In our case, we had to clone an OOTB widget: Variable Summarizer

PART 1: CLONE THE WIDGET

After you clone the widget, update Body HTML template:

1. Look for these lines:

<label class="m-t-xs m-b-none text-muted"><b>{{::variable.label}}</b></label>
<div ng-if="!variable.multi_row">

2. Change them into:

<label ng-if="!variable.multi_row && variable.display_value != 'false'"
       class="m-t-xs m-b-none text-muted"><b>{{::variable.label}}</b></label>
<div ng-if="!variable.multi_row && variable.display_value != 'false'">

3. Look for this line:

<div ng-if="variable.multi_row">

4. Add this code above the div in STEP3:

<label ng-if="variable.multi_row"
       class="m-t-xs m-b-none text-muted"><b>{{::variable.label}}</b></label>

5. SAVE.

PART 2: UPDATE CONFIGURATION

Second half of the process is to update the widget used to render the variables in the portal.

1. Navigate to Standard Ticket > Standard Ticket configuration

2. Open the record for table: sc_req_item

3. In the Tab Configurations related list, open the record: Additional Details

4. In the Type field, change the value into: Custom

5. After STEP4, the field Widget will be displayed.

6. In Widget field, select the name of the widget cloned in PART1.

7. UPDATE/SAVE.

That's it! It should now hide the unchecked variables in the service portal.

For PART2, you can also refer to the attached file 🙂

Please mark my answer as correct if it helped you solve this issue.

You can also hit like/helpful if it did help you in any way. Thank you!

View solution in original post

Mahesh23 · ‎04-05-2022

Hi,

If you want to hide variables on the Requested Item record, try creating Catalog UI Policy and check the Applies on Requested Items checkbox.

Murthy Ch · ‎04-05-2022

@Shiva Kumar

If you want to run your UI policies both Native View and Portal View make sure to applies on requested items checkbox as true and Mahesh is also pointing the same.

Thanks,

Murthy

Thanks,
Murthy

Viraj Hudlikar · ‎04-05-2022

Hello Shiva Kumar,

Do you mean to hide variables on the RITM level after a ticket is submitted by the user? If yes then your UI Policy should be applied to the Requested Item.

If you mean to say that after submission of the ticket over the portal itself on the right side some variables are shown under the summaries column then you need to go on that variables and uncheck "Visible on Summaries" under the Availability section.

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.

Thanks & Regards,
Viraj Hudlikar.

Shiva Kumar8 · ‎04-05-2022

Hi Viraj,

I unchecked the Visible on Summaries checkbox but still the variables are showing up in portal view

The highlighted in Yellow are fields I hid in portal, during request creation we were unable to see the checkboxes that is working as expected, but after creating the request those questions are visible in the portal after creating the request.