System Configuration

Hiding Service Incident State in Forms

This section describes how to hide the incident state field in a form if selecting a service. In default state, the incident state is shown in a form after selecting a service:

Service Incident State in the New Phone Ticket Form

Service Incident State in the New Phone Ticket Form

In order to hide the service incident state in a form, you need to edit the YAML configuration of the relevant form and add the following part:

- Name: ServiceID
  Config:
    HideIncidentState: 1

The following example shows how to hide the service incident state for the New Phone Ticket form:

  1. Search in the system configuration for the setting Forms###AgentFrontend::TicketCreate::Phone::CreateProperties.
  2. Hover over the widget in order to display the button Edit this setting and click on the button.
  3. Search in the YAML configuration for the ServiceID field:
YAML Configuration of the Form

YAML Configuration of the Form

  1. Add the Config key with the HideIncidentState sub-key set to 1:
- Name: ServiceID
  Config:
    HideIncidentState: 1
  1. Click on the tick button on the left side of the widget to save the configuration.
  2. Deploy the modified settings.

After successful deployment the service incident state will be hidden in the New Phone Ticket form:

New Phone Ticket Form without the Service Incident State

New Phone Ticket Form without the Service Incident State