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10-03-2016 11:45 AM
We have a reference variable on a catalog item that points to "task" but is filtered to Incident and Change only. When we preview a record by hovering over the "i" icon, it only displays two fields for Change (see attached). We have already defined the sys_popup view, and Incident looks right. The url is redirected to popup.do with the sysparm_view of null. How can we update the preview to be the same as sys_popup for Change?
Solved! Go to Solution.
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12-29-2016 07:11 AM
I can't say for sure what ended up being the fix. HI said that several OOB form sections had been broken at some point and no longer linked to the Change Request form. I fixed those links, and it seemed to work. Then, it stopped working again, and apparently we did not have a "sys_popup" view. In talking with their rep, I discovered that going to the form with the argument "sysparm_view=sys_popup" will still pull up the form with the default fields, but if the view hasn't been modified, it doesn't technically get created or exist. Apparently, if that is the case, a random form section will be selected to display on pop-ups. I made a change and saved it. That seems to have resolved the issue long-term.
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10-03-2016 11:48 AM
Hi Matthew, Did you check permissions on those fields to ensure the person doing the "viewing" has permission to read those fields?
Docs: Access control rules
Docs: Contextual security
Security Best Practices - ServiceNow Wiki
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10-03-2016 11:52 AM
Chuck,
Thanks for your quick reply. I was in as my admin account. I have also tested setting the URL view parameter to sysparm_view=sys_popup - changing no other parameters - and it worked great.
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10-03-2016 11:55 AM
So if I understand it right, the URL is correct for incident (sysparm_view=sys_popup), but when you hover over it for change, it comes up wrong (sysparm_view=null). Correct?
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10-03-2016 11:57 AM
Sorry, I realized I phrased that in a confusing way. So, I dug into the functions that generate that popup and discovered that it was pulling up a pop-up window with the table name of "popup.do" and sysparm_view=null. It still does this whether the record is INC or CHG, but for Incident, the view that displays shows all of the relevant fields.
