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.

[Jennifer Red]

They are hidden on the catalog when an end-user goes to request them, but I need them to show up on the catalog tasks for IT to work. Below is a screenshot of how I configured the UI Policy on the catalog itself. It shows the fields based on the field being equal on the Agent Workspace view, but not on the ITIL view.

[Jennifer Red]

Maybe I'm doing this opposite of how I should have... now that I'm looking at it. I'll wait on your guidance though. Thank you!

[Jennifer Red]

To elaborate further, I made the variable fields all "true" under the "hidden" option. Then, I was using a UI policy to make them mandatory and visible based on answers to previous questions. If the device is a PCI, then I need more questions to show for IT to populate. That works fine in Agent Workspace, but not the ITIL view. I hope this makes more sense.

[Martin Ivanov]

Hi. If your issue is resolved and my response has helped, plese consider marking Correct and Helpful. Thanks!

Martin Ivanov

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