To restrict the Favorite (heart) icon specifically on the Generic Request item in an upgrade-safe manner, we cloned the out-of-the-box SC Catalog Item (widget-sc-cat-item-v2) widget into a custom version instead of modifying baseline code or using risky DOM client scripts. In the cloned widget, the Server Script checks the catalog item's sys_id to set a flag, and the Body HTML Template applies an ng-if condition (!data.isGenericRequest) to selectively hide the favorite button elements for both desktop and mobile views. The sc_cat_item page in Service Portal was then updated via Page Designer to use this cloned widget instead of the default one. Finally, to remove any historical bookmarks saved by users, the existing records were manually filtered and deleted directly from the sp_favorite table (sp_favorite.list), ensuring a clean resolution without impacting the favorite functionality on standard catalog items.
