Variable section

[ashok17]

Hi All,

Variable section should visible only if incident raised through service portal but If any user raise incident through Like All-->Incident--> create new the Variable section should not visible in incident form.

I have added in Section Incident Variable Editor in incident form design and written below client script for variable read-only this is working fine but If user raised incident using All-->Incident--> create new the variable section showing empty.

g_form.setVariablesReadOnly(true);

Please suggest for this requirement.

[ashok17]

Hi,

Thanks for response , above script tried but my requirement is if user raised incident through All-->Incident--> create new ,the Variable section should not visible but if user raise incident through service portal the Variable section should be visible.

[Siddhesh Gawade]

So when user raised incident from service portal vs All-->Incident--> create new, is there any difference between variables? 

[ashok17]

service portal --->Record producer 

All-->Incident- create new --->through Incident module navigation

[Siddhesh Gawade]

Can you show with screenshots, what it looks like 

service portal --->Record producer  VS All-->Incident- create new ? 

as I am not understanding the issue correctly.

[-O-]

You could create a UI Policy where the condition would be cased on field Channel.

That field gets value Self-Service when an incident has been submitted from Portal (and has variables) and should have a different value when an incident is created by an agent (i.e. Phone).

So the UI Policy would make the section visible if Channel IS Self-Service and not visible in other cases.