I want to hide the 「i」 button on the incident screen in the Agent Workspace.

[Inoeru975]

This is the Tokyo version.
How can I hide the "i" button that is displayed for reference type items?

[Danish Bhairag2]

Hi @Inoeru975 ,

Please refer the below links

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0714705

https://www.servicenow.com/community/developer-forum/how-to-disable-quot-i-quot-button-from-referenc...

Thanks,

Danish

[harshav]

In the dictionary of the field add an attribute " ref_decoration_disabled=true" by clicking the advanced view.

[Tai Vu · Accepted solution]

Hi @Inoeru975 

Actions in Workspace are managed in the Action Assignments [sys_declarative_action_assignment] table.

In Tokyo version, you will be able to find the action Open Record following the URL below.

URL: https://<instance_name./sys_declarative_action_assignment.do?sys_id=8a0011fd53332300099addeeff7b12ac...

The Open Record action is defined as Global, so you can exclude it from the Incident table.

There's Action Exclusions under related list. Create new record there to exclude the Incident table.

Now when get back to Incident form in Agent Workspace, you will see all the Open Record icons are hidden.

Then if you'd like to hide for the Caller field only, you can clone the Global action to make it specific for Incident and exclude the field Caller in the Client Condition.

Sample below.

Cheers,

Tai Vu