customising reference field within Service Portal view

[nathantenaglia]

Hi all,

We've got a reference type within a form that provides a list of users from our sys_user table.

When accessing this field via the Service Portal, it's a simple clickable drop down as you can see below.

The issue I have, and I'm sure others too, is that it only displays a list of names. When there are multiple (duplicate) names like I've selected, it's impossible to know who is who and users are sometimes selecting the wrong person. This has become a pretty big issue for us.

Does anyone know how to customise this field so it can display multiple information within the drop down to differentiate users such as email address, etc. as well as the current display name? This has to be applicable within the Service Portal view, however.

[Ivano B · Accepted solution]

Hi Nathan

Ok now is clear..my bed I thought about something custom.

You were working on a record producer..a variable. Right ?

You need just to set the this field

Here's the result in the service catalog.

Probably this is the answer you were looking for

[nathantenaglia]

Thank you very much. That's perfect. I've marked this as the correct answer.

As an aside, is it possible to display multiple values rather than just email? For example, it would be good to display email and department.

[Ivano B]

Hi Nathan

If i'm not wrong it should be possible. Just concatenate more than one field.

ref_auto_completer=AJAXTableCompleter,ref_ac_columns=email;department,ref_ac_columns_search=true,ref_ac_order_by=name

Please also refer to this article on the wiki,

http://wiki.servicenow.com/index.php?title=Auto-Complete_for_Reference_Fields#gsc.tab=0

[Rani11]

how to accommodate the same change in service portal widget instead of variable attribute changes.

Because in my case its the field which is common to all the items. So i cant go and customize in specific variable. Can anyone help me.

And also the field is like list collecter type.I meant multiple users they can select.