question Re: I am trying to remove "priority" from the "ticket" page. I only see "Session" and "Attachments" (I already removed "location") in ITSM forum

I am trying to remove "priority" from the "ticket" page. I only see "Session" and "Attachments" (I already removed "location")

Andrew112 — Thu, 30 Aug 2018 08:30:31 GMT

I am trying to remove "priority" from the "ticket" page. I only see "Session" and "Attachments" (I already removed "location")

I found another article about changing "field request" and removing priority from there, but that seems to cause errors.

Any help would be appreciated.

Thanks,
Andrew

Re: I am trying to remove "priority" from the "ticket" page. I only see "Session" and "Attachments" (I already removed "location")

Allen Andreas — Thu, 30 Aug 2018 12:52:16 GMT

Hi,

So you'll actually want to clone the ticket fields widget, then remove priority from this line within the server script:

	var fields = $sp.getFields(gr, 'number,state,priority,sys_created_on');

The best way to start with all this is to go to an incident you have open on the portal, ctrl+right-click on the ticket fields on the right-hand side, click widget in editor:

Clone:

Do your edit....

Then go back to the original portal page, ctrl+right-click again, choose instance options, then open in platform:

Then finally...associate the new widget you made with that instance:

Change it to whatever you named your new ticket fields widget.

Please mark reply as Helpful and Correct, if applicable. Thanks!

Re: I am trying to remove "priority" from the "ticket" page. I only see "Session" and "Attachments" (I already removed "location")

Andrew112 — Tue, 04 Sep 2018 05:42:43 GMT

Thanks a lot!

Re: I am trying to remove "priority" from the "ticket" page. I only see "Session" and "Attachments" (I already removed "location")

Mrman — Thu, 16 Jan 2020 18:04:06 GMT

Hi @Allen A ,

I am trying to do a similar thing to remove the Watch list field from the Widget .

However I am not find this in Server Script .

I am only this in Server script .

if (data.openForView || data.isApprovalRequired) {

//Setting up case info - For OpenedFor Users View
data.shortDescription = grCase.getDisplayValue('short_description');
data.subjectPerson = grCase.getDisplayValue('subject_person');
data.openedForPerson = grCase.getDisplayValue('opened_for');
data.assignedTo = grCase.getDisplayValue('assigned_to');
data.subjectPersonId = getProfileLink(String(grCase.subject_person));
data.assignedToId = getProfileLink(String(grCase.assigned_to));
data.openedForId = getProfileLink(String(grCase.opened_for));
data.due = getDateLabel(grCase.getDisplayValue('due_date'));
data.isCaseCancellable = checkCaseCancellable(grCase);

data.infoTabs = $sp.getWidget('hrm-info-tabs', {
sys_id : grCase.getUniqueValue(),
isParentCase: true,
isSummary: data.isSummary
});

Re: I am trying to remove "priority" from the "ticket" page. I only see "Session" and "Attachments" (I already removed "location")

Allen Andreas — Thu, 16 Jan 2020 19:20:39 GMT

Hi!

We were talking about another widget. I see you're looking at the HR feature of ServiceNow. Unfortunately, I don't have that active (I'll look and see if I can get this active on my personal developer instance), but if you can, please press: ctrl+right-click on that widget that you're talking about, then go to widget in editor and then paste the HTML, Client Script, and Server Script here in a post for us to look at.

Please ensure you post the code here using the "Insert/Edit code sample" button locating near where you can bold or change font, etc. when posting. This helps keeps things organized.

Thanks!

Re: I am trying to remove "priority" from the "ticket" page. I only see "Session" and "Attachments" (I already removed "location")

Mrman — Thu, 16 Jan 2020 19:50:05 GMT

Hi @Allen A ,

Please find below Code for the OOB widget I am referring to .Please review and let me know how can I make changes .

Also I am looking for adding a new field called Assignment group on this Widget , please guide.

HTML Template :

<!-- HRM Case Info STARTS -->
<div id="case_info_{{data.caseNumber}}" ng-if="data.caseTitle && data.showHeader" class="panel-title info caseInfo" ng-class="{'info-top': !data.isSummary && !mobileDevice}">
	<i alt="{{data.caseTitle}}" aria-hidden="true" ng-if="!data.isSummary"></i>
	<div class="row" ng-if="!data.isSummary">
		<div>
			<h1 class="case-title" ng-class="{'case-mobile-title' : mobileDevice}">
            {{data.caseTitle}}
         </h1>
		</div>
	</div>
	<div class="row" ng-class="{'info-split':!mobileDevice}">
		<!--Left side elements - Case Number, state, updated and Cancel Request-->
		<div class="col-sm-6 header-info" ng-if="!data.isSummary">
			<ul id="case-title-footer-left">
				<li class="case-number" ng-class="{'row col-xs-12':mobileDevice}">
                  ${{{data.caseNumber}}}
               </li>
				<li class="header-sub-components state">
                  {{data.state}}
                  
					<span ng-show="data.transferredTo"> - ${Transferred to}
                  
						<span ng-if="data.isHRCase">
							<a href="{{data.transferredToUrl}}" target="_blank">{{data.transferredToDisplayValue}}</a>
						</span>
						<span ng-if="!data.isHRCase">
                  {{data.transferredToDisplayValue}}
                  </span>
					</span>
				</li>
				<li class="header-sub-components updated">
                  ${uppercase_updated}
                  
					<sn-time-ago timestamp="data.lastUpdatedOn" />
				</li>
				<li ng-if="data.isCaseCancellable" class="header-sub-components cancel-request">
					<a href="javascript:void(0)" class="link" ng-click="$event.stopPropagation();cancelCase()">      
                  ${Cancel Request}
                  </a>
				</li>
			</ul>
		</div>
		<!--Next div elements - Details, Approvers, Attachments, History and Chat -->
		<div ng-if="data.infoTabs" class="col-sm-12 info-tabs" ng-class="{'info-tabs-bottom': !data.isSummary, 'todo-info-tabs': data.isSummary}">
			<sp-widget widget="data.infoTabs"></sp-widget>
		</div>
      	<div ng-if="!data.infoTabs && data.isSummary && !mobileDevice" class="todo-case-padder"></div> 
	</div>
</div>

<!-- Case info grid STARTS -->
 <div ng-if="data.defaultMoreInfo && data.showHeader" id="detailsRow">
   			<a ng-if="mobileDevice && !data.infoTabs" id="more_information" href="javascript:void(0)" class="col-xs-12 custom-information" ng-click="moreInfoCollapsed = !moreInfoCollapsed" data-toggle="collapse" data-target="{{data.isSummary? '.todo-case-more-info': '.more-info'}}" aria-expanded="false">
        ${More Information}
				<i ng-show="moreInfoCollapsed" class="fa fa-caret-down collapse-margin" aria-hidden="true"></i>
              	<i ng-show="!moreInfoCollapsed" class="fa fa-caret-up collapse-margin" aria-hidden="true"></i>
			</a>
	<hr-m-custom-case-descriptor 
		hr-case-id="{{data.parentCaseId}}" 
		too-short-input="{{data.s2InputShort}}" 
		save="updateListFields(name, list)" 
		ng-class="{'custom-header-configurations' : !mobileDevice, 
                   'collapse': mobileDevice, 
                   'more-info': mobileDevice && !data.isSummary, 
                   'todo-case-more-info':mobileDevice && data.isSummary,
                   'todo-case-padder' : !mobileDevice && data.isSummary}"/>
</div> 
<!-- Case info grid ENDS -->
<!-- HRM Case Info ENDS -->

Client Script :

function hrmCaseInfoController($scope, $http, spUtil, $timeout, spModal, i18n, $window) {
	var c = this;

	$scope.firstLoad = true;
	
	var MOBILE_DEVICE_SCREEN_WIDTH = 767;
	$scope.mobileDevice = c.data.isMobile || ($window.innerWidth < MOBILE_DEVICE_SCREEN_WIDTH);
	$scope.moreInfoCollapsed = true;

	$scope.$on('activitySetSelected', function(name, options) {
		if (options == null || !options.clickActivitySetFromMobile || options.uncheckViewAllToDosFromMobile) 
			 return;
		
		$scope.toggleShowHeader();
    });
	
	$scope.$on('sn_hr_sp.navigateToActivitySetList', function(name, options) {    
		$scope.toggleShowHeader();
    });
	
	$scope.toggleShowHeader = function() {
		c.data.showHeader = !c.data.showHeader;
	};
	
	$scope.loadData = function(callback) {		
		var input = {action:"loadData",
					 isSummary:c.data.isSummary,
					 parentCaseId:c.data.parentCaseId};
		$scope.server.get(input).then(function(resp){
			$scope.data = resp.data;
			callback();
		});
	};

	//Record watcher 
	spUtil.recordWatch($scope, "task", 'sys_id=' + $scope.data.parentCaseId, function(name) {
		if (name.data.changes.length > 0 || name.data.operation == "delete")
			$scope.loadData(init);
	});
	
	spUtil.recordWatch($scope, "sysapproval_approver", "sysapproval=" + $scope.data.parentCaseId, function(name) {
		if (name.data.changes.length > 0 || name.data.operation == "delete")
			$scope.loadData(init); 
	});
	
	$scope.cancelCase = function() {
		var confirmMsg = $scope.data.i18n.cancelMsgNoChildren;
		$http.get('/api/sn_hr_core/utils/getGlideRecord?sysparm_name=getGlideRecordSecureSetData&sysparm_tableName=sn_hr_core_case&sysparm_query=active=true^stateNOT IN1,3,4,7^parent=' + $scope.data.parentCaseId).then(function(response) {
				if (response.data && JSON.parse(response.data.result).length > 0)
					confirmMsg = $scope.data.i18n.cancelMsgOpenChildren;
								
					spModal.confirm(confirmMsg).then(function() {
						$scope.data.action = 'cancelCase';
						$scope.server.update(init);
					});
			});
	};

	$scope.updateListFields = function(fieldName, list) {
		$scope.data.action = 'updateListFields';
		$scope.data.updateListFields.fieldName = fieldName;
		var fieldValues = [];
		for (var i = 0; i < list.length; i++) {
			fieldValues.push(list[i].id + '');
		}
		$scope.data.updateListFields.fieldValue = fieldValues;
		$scope.server.update(init);
	};

	function init (setFirstload) {
		if (setFirstload)
			$scope.firstLoad = false;
		
		if(!c.data.isSummary) {
			$timeout(function() {
				$rootScope.$broadcast('sp.update.breadcrumbs', $scope.data.breadcrumbs);
			});
		}
	}

	if (c.data.async)
		$scope.loadData(init);

	$scope.$on('sn_hr_sp.filterCountUpdate', function(event, taskInfo) {
		if (taskInfo == null || !$scope.firstLoad)
			return;

		$scope.data.hasTask = false;

		for (var pane in taskInfo.pane_filter) {
			if (taskInfo.pane_filter[pane] > 0) {
				$scope.data.hasTask = true;
				break;
			}
		}
		init(true);
	});


	$(document).ready(function() {	
		if ($scope.firstLoad){
			init(false);
		}
	});
	
}

Server Script:

(function() {
	data.isMobile = gs.isMobile();
	data.showHeader = true;
	
	data.s2InputShort = gs.getMessage("Please enter {0} or more characters");
	var grCase = new GlideRecord('sn_hr_core_case');
	data.updateListFields = {fieldName : "", fieldValue : []};

	if (input && input.parentCaseId)
		data.parentCaseId = input.parentCaseId;
	else
		data.parentCaseId = options.sys_id || hr_PortalUtil.getParentFromUrl($sp.getParameter("sys_id"), $sp.getParameter("table"));
	
	if (input && input.isSummary)
		data.isSummary = input.isSummary;
	else
		data.isSummary = options.isSummary? options.isSummary : false;
	
	if (input && input.action == 'cancelCase') {
		grCase.get(data.parentCaseId);
		grCase.state = 7;
		grCase.update();
	}
	
	if (input && input.action == 'updateListFields') {
		grCase.get(data.parentCaseId);
		var name = input.updateListFields.fieldName;
		var values = String(input.updateListFields.fieldValue);
		if (name) {
			grCase.setValue(name, values);
			grCase.update();
		}
	}
	
	data.async = true;
	if (data.async && (!input || input.action != "loadData"))
		return;
	
	if (input && !gs.nil(input.isOpen))
		data.isOpen = input.isOpen; 
		
	if (grCase.get(data.parentCaseId)) {
		var util = new hr_PortalUtil(grCase);
		
		data.caseTitle = util.getCaseTitle();
		data.openForView = util.isOpenedForView();
		data.isApprovalRequired = util.isApprovalRequired(data.parentCaseId, gs.getUserID());
		data.lastUpdatedOn = String(grCase.sys_updated_on);
		data.caseNumber = String(grCase.number);
		data.state = grCase.getDisplayValue('state');
		data.transferredTo = String(grCase.transferred_to);
		data.transferredToDisplayValue = grCase.transferred_to ? grCase.transferred_to.getDisplayValue() : '';
		data.isHRCase = new sn_hr_core.hr_CoreUtils().isCase(grCase.transferred_to.sys_class_name);
		data.transferredToUrl = "?id="+$sp.getParameter('id') + '&sys_id=' + data.transferredTo;
		data.defaultMoreInfo = showDetailsOption(grCase);
		
		data.breadcrumbs =[{label: data.caseTitle, url: '#'}];
		
		if (data.openForView || data.isApprovalRequired) {
			
			//Setting up case info - For OpenedFor Users View
			data.shortDescription = grCase.getDisplayValue('short_description');
			data.subjectPerson = grCase.getDisplayValue('subject_person');
			data.openedForPerson = grCase.getDisplayValue('opened_for');
			data.assignedTo = grCase.getDisplayValue('assigned_to');
			data.subjectPersonId = getProfileLink(String(grCase.subject_person));
			data.assignedToId = getProfileLink(String(grCase.assigned_to));
			data.openedForId = getProfileLink(String(grCase.opened_for));
			data.due = getDateLabel(grCase.getDisplayValue('due_date'));
			data.isCaseCancellable = checkCaseCancellable(grCase);

			data.infoTabs = $sp.getWidget('hrm-info-tabs', {
				sys_id : grCase.getUniqueValue(),
				isParentCase: true,
				isSummary: data.isSummary
			});
		} 
	} else {
			var task = new GlideRecord('task');
			if (task.get(data.parentCaseId))
				data.breadcrumbs =[{label: String(task.number), url: '#'}];
	}
		
	function getProfileLink(user){
		var link = user == gs.getUserID() ? '?id=hri_user_profile&sys_id=' : '?id=user_profile&sys_id=';
		return link + user;
	}
	
	function getDateLabel(date) {
		var gd = new GlideDate(); 
		gd.setValue(date);
		return gd.getDisplayValue();
	}
	
	function checkCaseCancellable(hrCase) {
		if (!hrCase.active || !data.openForView)
			return false;
		
		var caseOptions = hrCase.hr_service.case_options;
		var optionsGr = new GlideRecord('sn_hr_core_service_option');
		optionsGr.get('value', 'UserCannotCancel');
		if (!gs.nil(caseOptions) && caseOptions.indexOf(String(optionsGr.sys_id)) > -1)
				return false;
		
		return true;
	}
	
	// determine whether to show Peoples row and Details row in the mobile view under more information
	function showDetailsOption(caseGr) { 
		var portalUtil = new hr_PortalUtil(caseGr);
		return portalUtil.getPeopleInfoFromCaseConfig().peoplesInfo.length > 0 || portalUtil.getAdditionalFieldsInfo().additionalFields.length > 0;		
	}
	
	data.i18n = {};
	data.i18n.cancelMsgNoChildren = gs.getMessage('Are you sure you want to cancel this case?');
	data.i18n.cancelMsgOpenChildren = gs.getMessage('Are you sure you want to cancel this case? Canceling this case will also close child cases.');
	
	})();