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

Viraj Hudlikar · ‎04-05-2022

Hi Shiva Kumar,

Now as per your extra screenshot it gave a little more clarity that it's nothing to do with Variable Summaries.

The Variables which are shown on the left-hand side which are highlighted seem to be displayed under the "Standard Ticket Tab" widget.

Now you can either disable the whole tab configuration setup for the sc_req_item table

OR

You can edit the "Variable Summarizer" widget by adding some code that will restrict particular variables.

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,

But this is only for one catalog item, If I disable for the whole sc_req_item table it will affect all the catalog items. is there a way that can be disabled for one particular catalog item.

KMP · ‎06-13-2022