Discrepancy in Opened By Preview Record Icon Across Environments in SOW

[Darlene York]

In our Service Operations Workspace, the Opened By field on Incident records is missing the Preview Record (user details) icon. This functionality is available in our Development environment but is not present in Test or Production.

I am currently trying to identify the configuration or record that controls this feature so that the Preview Record icon can be consistently enabled for the Opened By field across all environments. Any guidance on where this configuration is maintained would be appreciated.

[Vikram Reddy]

Hey @Darlene York,

Start by checking whether Opened by is actually read-only in Test/Prod but editable in Dev, that's almost always what's driving this. ServiceNow only renders the preview (info) and search icons on a reference field when it's editable, or when it's read-only AND clickthrough has been explicitly turned on for it. So compare these across environments:

• readonly_clickthrough dictionary attribute on the opened_by field, present in Dev but missing on the Test/Prod dictionary entry
• glide.ui.reference.readonly.clickthrough system property, which forces the icon on for every read-only reference field instance-wide if set true
• a UI policy or ACL in Test/Prod that makes opened_by read-only where Dev still leaves it editable

References

• What does Attribute="readonly_clickthrough=true" indicate in the Reference Qualifier
• Gaps between fields when glide.ui.reference.readonly.clickthrough or readonly_clickthrough is set to...
• Reference Field Icon when Field is Read Only

Thank you,
Vikram Karety
Octigo Solutions INC