Discrepancy in Opened By Preview Record Icon Across Environments in SOW

Darlene York · 3 weeks ago

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 · 3 weeks ago

Hi @Darlene York ,

See if this helps: https://www.servicenow.com/community/developer-forum/does-the-readonly-clickthrough-true-attribute-w...

Thank you,

Vikram Karety,

Octigo Solutions INC

View solution in original post

Abhishek Pal1 · 3 weeks ago

Hey @Darlene York
The Opened by field is editable, so the glide.ui.reference.readonly.clickthrough property is unlikely to be the cause. The property is also set to true in all environments.

I would compare the Incident opened_by dictionary configuration between Development, Test, and Production, especially the Attributes field.

Also compare the Service Operations Workspace configuration between environments, including any Declarative Actions or field decorators related to reference fields.

Since the Preview Record icon is available in Development but missing in Test and Production, this appears to be an environment-specific workspace configuration or version difference rather than a read-only clickthrough issue.

If the dictionary configuration and workspace versions are identical, then this may need to be investigated as an SOW-specific issue with ServiceNow Support.