Need Assistance with Popup View of Listing Records

[Krishnakant Arv]

Dear ServiceNow Community,

I hope this message finds you well.

I'm encountering an issue with the popup view of records in ServiceNow, specifically related to certain request types. Allow me to provide more details:

Problem Description: In our instance, we have a Choice field named "Request Type" with multiple options available. However, for a specific request type, when attempting to view records using the "i" (information) icon in the popup view, the records are not displayed correctly. Instead, I receive a null response.

If anyone has encountered similar issues or has expertise in troubleshooting popup view problems in ServiceNow, I would greatly appreciate your insights and recommendations on how to address this issue.

Adding SS for your reference - 

When clicked on Open Record then -

Thank you in advance for your assistance and support.

Best regards,

Krishnakant

[tharun_kumar_m]

Hi Krishnakant,

Please check the below, 

• Does the instance have domain separation? Are you in the correct domain? (Maybe the field is configured in a different domain and the table is in different domain)
• Is there any business rule blocking your access to this table? 
• Are there multiple records with same number or sys_id in the INS table?

If issue still exists try creating a ticket in HI ServiceNow.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumbs up.

Best regards,

Tharun Kumar.

[Krishnakant Arv]

Hi @tharun_kumar_m ,

Thanks for your reply.

Yes using it in same domain in which it has been created. But here I didn't get it why you have asked about separation domain. We are not using this domain.

There is not any business rule to block access in this table. It's working  fine for all other request types. Issue is there only for this specific request type.

No, there are not multiple records with same number or sys_id in the INS table. Will go with creating a ticket in HI ServiceNow.

Thanks,

Krishnakant Yadav

[MichalL]

What is the url once you click "Open record"?