PopUp View

[aparnaravi]

As a Service Desk Agent, I would like to be able to use the List View's preview icon to view the details of an Incident in a popup window so that I can quickly scan Incidents without opening each one.

When viewing an existing Incident in the list popup view, the form should appear as follows:

Number, Channel, Caller, State, Category, On hold reason (only display when State = On hold), Subcategory,  Affected user, Impact, Urgency,Priority, Contact type, Assignment group,  Business service, Assigned to, Service Offering, Configuration item, Universal Request, Transfer Reason, Short Description, Description.

All fields should be read only. 
How can i configure this?

[Dr Atul G- LNG]

Hi @aparnaravi 

https://www.servicenow.com/community/now-platform-articles/preview-information-icon-in-list-view-tip...

[hebion desoza]

To enable Service Desk Agents to quickly scan incident details without fully opening each one, a preview pane or popup window should be implemented within the List View. Clicking the preview icon should fetch and display key incident details in a lightweight overlay, ensuring:

1. Quick Access: The preview should load essential fields (e.g., Incident ID, Description, Status, Priority, Assigned Team, etc.) without navigating away.
2. Performance Optimization: The popup should be dynamically loaded to avoid unnecessary page refreshes, keeping interactions smooth.
3. Action Availability: Basic actions like commenting, changing status, or assigning should be possible within the preview if required.
4. User Experience: The design should be intuitive, with an option to expand the full incident page if deeper investigation is needed.

Just like in animation design stories, where every frame needs to flow smoothly to maintain engagement, this feature should allow agents to quickly grasp an incident’s context without breaking their workflow. The goal is efficiency—ensuring seamless navigation while maintaining access to critical details.

[Mark Manders]

Please don't post useless AI generated answers. If someone asks 'how to', don't tell them 'what', because they already know. If you want to contribute in any way and you don't know the answer, at least read what AI has generated for you and if it is going to help the person asking the question. Otherwise, you are just wasting their (and your own) time.

[Mark Manders]

Why is this in the CMDB forum?

But you could just create your required form view in the popup view so it shows as you require.