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Could you provide a screen capture of the fields you want to hide. I'm not sure I understand your request. If you don't want input fields to display in the self service window, simply remove them from the Request Definition - Input & Fulfillment mappings.
Doing what you said to do removes the fields from the console as well. I do not wish to remove them from the console.
I want staff to be able to fill out the fields on the console side but be hidden from the client in the self service portal.
I know this is two years old but, if not resolved, I was hoping you could clarify. Is your use case that you have a request definition with, say, 10 inputs of which you want the Client to provide responses to 5 of but want the other 5 to be provided by the Staff person working the ticket, therefore you don't want the Client to even see those 5?
I was checking for similar kind of implementation. If you have any solution, can you help me or guide me how can I do that.
Thanks in Advance!!!!
Good morning, Mounisha
I have some possible workarounds for you that involve hidden fields on the Incident object that are mapped from specific service request inputs which you can then put validation rules around against new visible fields on the service request. It can get a little messy as the new visible fields will always be there due to lack of dynamic fields.
Give me one use case of yours and I will give you an idea of what you might be able to do.
Good Mroning Jhon.
Thanks for the quick response..!
The senario is like so.. I have hyperlink which I don't want to see in Self service portal page and while creating a Service Request. I want to see the hyperlink only in Console page.
Do you always want to see the hyperlink or only on certain service requests with certain criteria?
I have added Hyperlink in only 1 specific Request(I have added it in Request Definition ). I want to see for only that, but not in self-service portal.
May I ask why you want to hide fields in Self Service but display them in the Console?
I want to display that hyperlink with some doc as instructions for Staff users and not the end users/client.