How to add Incident Variables (Variable Editor) to the Agent Workspace view of a Self Service Incident?

[TrenaFritsche]

We've noticed that in the Requested Items that the Variable Editor Shows, but from a Self Service Incident, the Variables do not show.  Wonder if there is an easy way to fix this or any way to add it?

[Neevi1]

Write onload scr4ipt for that with

g_form.setVariablesReadOnly(true);

[MarkD]

This is helpful!

My only question would be, is there a way to hide the header when no variables are available.

As you can see in David's screenshot the 'Variables' title appears even when there are no variables to display.  This was not the case pre-workspace.

[Bart van der Wu]

Hi Mark,

Yes there is, with an onload client script.

You have to specify a condition though. For instance, all items that are logged via the portal get the contact type 'Self-Service'.

Then you could do something like:

function onLoad() {

    if (g_form.getValue('contact_type') != 'self-service') {
       g_form.setSectionDisplay('variables', false);
    }
}

[Akshay Kumar3]

But these variables are readonly for non admin users. How to avoid this ?