Manage Advanced Request Offering Features

2 min

Role: Administrator

Minimum Version : Ivanti Neurons for ITSM 2025.2.

This section explains how to create and configure external request offerings, enable advanced features such as request cancellation, customize form behavior for Self Service users, and switch to the classic form UI in the Self Service portal V3. These configurations improve flexibility, control, and the user experience of service request workflows.

Self Service forms allow users to raise incidents, requests, or tickets. You can remove the Close Incident button by deleting it from the form template or hiding it with a condition in the Visible Expression.

To delete from the template, perform the following:

Go to Configuration console > Build >Business Objects.

Select Incident > Forms > Incident (Incident.WebSelfService.Edit).

Select Close button element and click the Delete Control or press Delete on your keyboard.

Using Control Properties to edit the particular UI element

Click Save.

Preview of an Incident in Self Service portal without the Close Incident button

Select Incident > Forms > Incident (Incident.WebSelfService.Edit).

Select Close button element and select the icon in the Visible Expression option under Control Properties.

Select a function from the Toolbox in the Edit expression to configure visibility based on a condition. For example, select ToUpperCase function and condition to convert the title to TITLE. If this condition is true the Close Incident button will appear in the Self Service's incident Form.

Limitations with Visible Expression

Currently Visible Expression supports only the following Functions:

Current User Functions

Numeric and Currency Functions

Regular Expression Functions

Text Functions

Type Conversions

Starting from the 2026.1 release, the Notes text field in Self Service is not available by default and must be configured. To configuring the Notes text field, perform the following steps:

Open the Configuration console > Build > Business Objects > Incident >

Click Business Rules tab, select Triggered Actions, and turn on the Add Notes for Self Service Incident action in the Status column.

Limitations of Note text field:

In UI v3, deleting the New Note or a custom Note field from Form > Incident.WebSelfService.NewIncident, does not remove the text box from the Self Service UI v3 interface. The field still appears for Self Service users. Submitting a note displays a success message, but the note is not saved and does not appear on the Incident record.

If you add an additional note-related field (for example, NewNotes) above the existing Notes field in the form layout, the text field does not function as expected for Self Service users. To ensure proper functionality, update the configuration to reference the Notes field instead of NewNotes.

Manage Advanced Request Offering Features

Delete the Close Incident button

Hide the button using Visible Expression

Configuring note for an Incident