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]

Yes, you can change it. Don't show the case records but the product records. Then those will open.

[Raj Kumar Bonda]

Hi Mark,

As i was saying i want to change the OOB behavior that i want to customize the widgets such that, I will see this as in native view where the number field opens the case record and the product field opens the product records.

can we achieve this by customizing the widgets is what i am looking for.

Portal : Customer Support(CSM), Page : csm_pages

[Mark Manders]

That's what I said: you are looking at a list on a portal widget, so the click action is to open the record you are looking at and that's the case record. Not sure what else you are expecting? 

And please also answer my second question.

[Raj Kumar Bonda]

Hi Mark, 

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.

when I open the Case on the portal and the product reference is a text there and not clickable.

[Mark Manders]

Your widget is on the Case record and the behavior is to open the record once you click on it. So you will need to show the product record to open the product, or you need to create a different widget to do the same. 

What is your use case, because it sounds way easier to just get these users to the backend.