Icon in reference Field does not open record. Workspace

[Nohemi1]

'i' button in reference fields on the  CSM Workspace do not work.

[Yousaf]

Hi Nohemi,

After searching a little this seem to be happening with CSM case table it might be a bug.
But lets see if anyone else faced the problem and fixed it.



Mark Correct or Helpful if it helps.

[Fabio Filho]

Hi, did you ever find a solution to this? I`m currently facing the same problem and don`t know what to do.

[sanna3]

If you did a "copy variant" of a OOBT record page it might be this bug: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1214422

In that case, create a record page according to this guide and it should work:
https://docs.servicenow.com/bundle/vancouver-application-development/page/administer/ui-builder/task...

Before ServiceNow publiched this KB-article i tried to fix it myself in my PDI. A UX Addon Event Mapping was missing [sys_ux_addon_event_mapping}, the type should be ref_search. I just created one and it solved my issue.

In this thread a UX Screen Condition was missing:
https://www.servicenow.com/community/developer-forum/configurable-workspace-reference-fields-open-mo...