How can I show 'Related Requests' on a Ticket

nortonxnorris · ‎01-27-2015

Similar to Incidents -'Show Related Incidents' icon, I would like to have one to 'Show Related Requests' on the requested items.

tltoulson · ‎01-27-2015

Hi Norton,

Take a look at the UI Macro called user_show_incidents. If you look at the caller field dictionary entry, you will see in the Attributes field a line like this: ref_contributions=user_show_incidents. The Reference Contributions statement is telling ServiceNow to add user_show_incidents UI Macro to the Caller field as a reference contribution (the icon and associated behavior that you see).

If you copy that Macro, call it user_show_requests, change the macro to pull requests instead, and add user_show_requests to the reference contribution string (ref_contributions=user_show_incidents;user_show_requests) you should see the desired result.

Please let me know if you need additional assistance.

Kind regards,

Travis Toulson

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annabrown_nz · ‎07-05-2015

Thank you thank you Travis Toulson ! Admittedly I was a little worried that I wouldn't know what to do, but I just took a deep breath, followed your instructions and now I have both Requests and Incidents displaying

francosuozzo · ‎08-24-2015

Hi Guys,

Dows some one know how can I have this working on read only fields?

I would like to see related records on a field that is read only.

If I leave the field read only the Icon is not showed....

Leaving the field editable yes...

We make the field read only via the dictionary itself. I don'd if using ACLs comething changed.

Thanks a lot

Franco

rafal1 · ‎11-30-2015

Hi Franco

Good question reg. adding the ref_contributions to Read Only fields. I am also very eager to get a (constructive!) answer, because I tried many times and never made them to show up for a Read Only fields (which should be possible since some other macros, add_me for example, are shown..).

At the moment I gave up and made the field not Read Only, then I locked it with UI Policies (that's house of straw, since the list edit is still open - have to patch it with ACLs).

//Rafal

francosuozzo · ‎12-04-2015

Hi Rafal,

I opened a support case for this and they said that it works from the Fuji release.

Franco

ankithavarma · ‎08-08-2017

even after changing the function names in both ui macros iam not able to get both list.only any one of the list is visible