“New” button missing in reference lookup after changing opened_for to point to customer_contact

[swethavelu]

Hi Community,

On the Interaction form, I changed the opened_for reference field (which normally points to sys_user) to point to customer_contact for a Customer Service requirement.

Issue
After this change, when I click the lookup (lens) icon on opened_for, the Customer Contact list opens, but the New button is not visible in the lookup window. (Note: I am user with admin role)

Expected
From the lookup dialog, I should be able to create a new Customer Contact

Are there additional dictionary attributes or platform properties required to allow “New” from lookup for customer_contact?

Thanks in advance!!

[Itallo Brandão]

Hi Swetha,

This is a very common requirement. Since you have the Admin role, the issue is likely not related to ACLs, but rather the List Control configuration for the customer_contact table, specifically within the "Reference List" view.

The Lookup window uses a specific view called sys_ref_list. Often, the "New" button is hidden in this view by default to prevent users from creating incomplete records.

Here is how to fix it (No code required):

1. Open your Interaction form.

2. Click the Lookup (lens) icon on the opened_for field to open the popup window.

3. Inside the popup window: Right-click on the column headers (or click the hamburger menu icon at the top left of the popup).

4. Navigate to Configure > List Control.

5. In the List Control form that opens, verify the field "Omit new button".

   • It is likely Checked.

   • Uncheck it.

6. Click Update.
   
   

Note for Customer Service Management (CSM): Since you are pointing to customer_contact, keep in mind that creating a contact usually requires a mandatory Account. When users click "New" from this lookup, ensure the form layout for the new contact allows them to select the Account, otherwise, they might get stuck trying to save the new record.

If this solution solves your issue, please mark it as Accepted Solution.

Best regards, Brandão.

[swethavelu]

Hi @Itallo Brandão ,

Thank you for your response. Omit New Button is already unchecked, but still I'm not seeing the New button.

[WillieW]

 Modifying that dictionary record is bad practice. Revert your change to OOB for the 'opened_by' field. Then create a new custom field that references the "customer_contact" table.

[swethavelu]

Hi @WillieW ,

Thank you for correcting it. I've created the custom reference field  as per you suggestion which is pointing to customer_contact table, but when i open to see the list via lens icon, i am still not seeing the "New" button to add records. Can please suggest me is there any additional configuration to see "New" button? 

Thanks in Advance!