How to hide a variable field on user form and make it visible on RITM and task form

[Arpita7]

Hi,

I want to hide a variable field from the users while they would be ordering the item from service portal page, and make that filed visible on RITM and task form.

Please reply quickly.

[Martin Ivanov]

Hi, You can use an onLoad catalog client script or Catalog UI Policy. 

Please Mark Correct AND Helpful. Thanks!

Martin Ivanov
2022 Community Rising Star

[Allen Andreas]

Hi,

Please use a UI Policy with the setting that on the catalog item, the field is visible = false. No condition is needed.

This will hide it only from the catalog item, but make it visible elsewhere down the process.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Jennifer Red]

I know this is an old thread, but I have a question. I utilized what you stated above, but on the back side (ITIL) view the hidden variables aren't showing up at all. We have people that are using the ITIL view to bypass the required hidden fields and assign the ticket to another group. Any idea how to make the hidden variables show on the ITIL side? It works perfectly in Agent Workspace.

[Allen Andreas]

Hi Jennifer 🙂

If you don't mind, can you share a bit more about what you've configured?

If utilizing exactly what I've mentioned, it should make the variable(s) display on the respective record that you've checked. Alternatively, you can create a UI Policy to "hide" the variable(s) on the other record types, thus unchecking and leaving it alone for the record where you want it to show (since by default all fields would show).

You may want to verify that you don't have any other UI Policy or Client Script hiding the variable(s) in question.

What we're talking about here should behave the same for both platform UI and workspaces, so there may be something else configured on your end causing the discrepancy (i.e., Client Script, etc.).