Open Reference Records in Service Portal

[Raj Kumar Bonda]

Service-now Does not allow opening other reference fields in Portal (OOB behavior).

I have attached a case record (sn_customerservice_case), where product (cmdb_consumable_product_model) is a reference field but when i click on it, The case record is opened instead of the related product record.
I've checked online and I've tried editing the widget, but i couldn't achieve this.

Can we configure this? if so, how?

Portal : Customer Support(CSM), Page : csm_pages

[Mark Manders]

We will need more information to help you here. From the looks of it, only the Case number is clickable. So what are you clicking and expecting to open the product (you are looking at the widget showing the Cases).

What happens when you open the Case on the portal and click the product reference there?

[Raj Kumar Bonda]

Hi Mark,

The list view you’re seeing is for the Case table (sn_customerservice_case), and the Product field is a reference to the cmdb_consumable_product_model table. Currently, only the Number field appears as a clickable reference. Although Product is also a reference field, it is displayed as plain text and is not clickable. Clicking on any field, including Product, simply opens the case record rather than navigating to the referenced Product record.

[Ankur Bawiskar]

@Raj Kumar Bonda 

that's out of the box behavior for list widget.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Raj Kumar Bonda]

Hi Ankur, 

I understand it is an OOB behavior, but i want to edit the existing widgets to change this behavior as i want to open the reference records and i wanted to know if it is possible to redirect to the referenced record when clicked on it.