How to change the parameters in the detail view of a submitted service request in My Items.
Select the Self Service role on the left side, and the My Items “Advanced Options” on the right.
Under Configuration, next to Service Request, click Configure
Select your settings in the pop-up box. (For example, de-select "Urgency")
Once changes are made, click Save on the pop-up box, and then Save again on the Page Layout.
Now “Urgency” will not appear on the preview.