Hiding choices on a choice input in ServiceNow Agent app

[Jaret Vik]

I want to hide 'Closed' and 'Resolved' on the State input choice list. We do not want our users to circumvent our close/resolve processes for incidents, but I would also like for them to edit the Incident State on the Agent app. I created a Mobile UI Rule, but it is not working. Any help here on hiding these options from the choice list?

[pr8172510]

Hi,

This issue occurs because the Now Mobile / Agent app does not fully support traditional client-side scripting like g_form.removeOption().

Mobile UI Rules and client scripts have limited capability in manipulating choice fields, so your script will not work as expected.

The recommended approach is to control visibility at the dictionary choice level:

1. Navigate to Incident → State field → Choices
2. Open the “Resolved” and “Closed” choice records
3. Add a condition to hide them for mobile users (e.g., using gs.getSession().isMobile())

Alternatively, you can use role-based or condition-based filtering on the choice records.

For best practice, also enforce the restriction using Business Rules or Flow Designer to prevent users from directly setting restricted states.

This approach is fully supported and works consistently across Mobile and Platform UI.

Thanks!