Need to get Preview Record icon to show for Parent Case

Rylie Markle
Tera Contributor

‎03-19-2025 07:58 AM

How can I get the preview record icon to show up next to parent case? I need the fulfiller to be able to access the parent case details. 

 

RylieMarkle_0-1742396015747.png

 

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Vishal Jaswal
Giga Sage

‎03-19-2025 08:58 AM

Hello @Rylie Markle 

By default, when you select a valid record from the reference table to populate in the reference field and save the record then i icon appear as in your other reference fields from this screenshot. 

If it is not appearing then there could be potential reasons like

1. Right Click on Parent field label and click Configure Dictionary. In the attributes, ensure "ref_decoration_disabled=true" is not there as per ServiceNow KB Article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0714705 

2. In the attributes, ensure "readonly_clickthrough=false" is not there as true is to show the reference icon (i) for that reference record.

3. Dictionary override with "readonly_clickthrough=false" is not there and if it is then you can set it true or remove it.

Hope that helps!


Hope that helps!
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