Case View is different if open from report, from list and search

[Gousiya]

Hi,

Does anyone know, why case view is different when we see it from report/table list/search.

From Report - Has default view with minimum fields

From List - Has Case view with all the fields

We have a requirement to show the user case view if user open the case from report.

Please suggest. Thanks in advance.

[Voona Rohila]

Hi Gousiya

You should set the drilldown with the view you need,

Onclick of the bar in below example will open the records in 'my View'.

[Gousiya]

Hi Rohila,

Thanks for your reply.

I checked it from user account but I don't see that option, may be because user has less access.

In our ServiceNow Instance below are the setup and access currently:

Case view has role sn_esm_agent. Whereas user who has above concerns is not having sn_esm_agent role. Without this role user can see case view from list and when they search number, but not from report. This is the exact problem which has been highlighted.

As per me since they have read access to table list view they are able to see case view. But why they are not able to see the same from report is my concern. Please let me know if you are aware of this.

[Voona Rohila]

You dont see that option for drilldown or not able to select that view in drilldown?

Are you admin/report admin? If yes can you settup the drilldown and check.

You mentioned that view is only visible for role sn_esm_agent and that user doesn't have that role but still able to use the view in case list? Looks like the issue is here and not with report. 

[Voona Rohila]

You dont see that option for drilldown or not able to select that view in drilldown? 

Are you admin/report admin? If yes can you setup the drilldown and check for that user.

( I tested it out by creating a view that is only accesible to me and used the same view in report drilldown, It opens the report list with view specified but they cannot manually set the view from list)

You mentioned that view is only visible for role sn_esm_agent and that user doesn't have that role but still able to use the view in case list?  Looks like an issue