Show or hide variables on Customer Portal Standard Ticket Header

[Bret Smith]

For an Incident ticket I want to hide the Urgency variable and show the calculated Priority variable

Where do I find and add or remove variable shown in the ticket header for an Incident?

Where do I find and add or remove variable shown in the ticket header for an RITM?

[Ankur Bawiskar · Accepted solution]

@Bret Smith 

it comes from the standard ticket configuration for that respective table.

Search standard ticket configuration in left navigation and open the record for your table "sc_req_item"

You can add/remove fields from the "Info fields" and they will be shown on ticket page

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Community Alums]

Hi @Bret Smith ,

Please refer to this KB : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0754243

[Ankur Bawiskar · Accepted solution]

@Bret Smith 

it comes from the standard ticket configuration for that respective table.

Search standard ticket configuration in left navigation and open the record for your table "sc_req_item"

You can add/remove fields from the "Info fields" and they will be shown on ticket page

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar · Accepted solution]

@Bret Smith 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.