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

[Raj Kumar Bonda]

Hi Mark,

My use case is to make the Portal behave like the backend table. I want to have the reference field clickable such that the respective reference record opens. Not just the product field, I want this behavior for all the reference fields.

[Mark Manders]

Backend and portal service different audiences. It makes absolutely no sense to create the same behavior on both. You will be creating technical debt and will run into issues with every single update.

[Ankur Bawiskar]

@Raj Kumar Bonda 

which portal is that?

which portal page is that?

I agree with @Mark Manders . that's a case record and clicking on anywhere will take user to Case record

It's out of the box behavior.

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

[Raj Kumar Bonda]

Hi Ankur,

I agree with both of you that it is an OOB behavior, but as i was saying i want to change the OOB behavior. I want to customize it 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