I have started working on this and thought it was completed, but some issues have come up. What I have done so far is that I have made all the variables needed, marked the ones I need to be hidden as "true" under the hidden option. Then, I am using a UI Policy to make them Visible & Mandatory with "Applies on Catalog Tasks" and "Applies on Requested Items" checked and "Applies on a Catalog Item view" unchecked. This works fine in Agent Workspace for what I need, but on the ITIL view it doesn't show any of the hidden fields. This means that our IT folks aren't able to work the ticket as expected if they aren't' within the Agent Workspace view. Can anybody help me determine what I did wrong or how to correct this? Thank you.
