I work in ServiceNow and I’ve created a catalog item that includes a variable named validation_json(multi line text) and validation_ok(checkbox).
This variable is used internally as a flag for validation logic for submitting the calalog and is not meant to be customer‑visible as I have created a UI policy for hiding them.
The problem:
When an RITM is submitted or closed, the default OOB notifications automatically include all catalog variables, so validation_json (which contains JSON) and validation_ok appears in the email. This is confusing for users.
Constraints:
The OOB notification is currently used as-is.
I prefer not to modify platform-wide functionality unless there is a recommended pattern.
I only want to hide certain variables from emails.
What’s the recommended way to exclude specific variables from OOB catalog email notifications?
Any guidance would be appreciated!
