Reference Field Preview

Matt Dumont1 · ‎10-03-2016

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?

Matt Dumont1 · ‎12-29-2016

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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Chuck Tomasi · ‎10-03-2016

Not sure what's going on then. It feels like one of those issues where it would be very effective to have eyes on the screen and hands on the keyboard to assist.

Hopefully someone else can jump in with some ideas, otherwise customer support should be able to get to the bottom of this.

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randrews · ‎10-03-2016

i am just guessing but if the reference field is off of the task table.. not the incident/change table.. have you looked at the syspopup for the task table?

Matt Dumont1 · ‎10-03-2016

Mr. Andrews,

Thanks for the reply. This appears to have little or nothing to do with sysparm_view=sys_popup. I tracked down the "popup.do" processor called "PopupProcessor", which is hidden Java code that appears to process independently of defined views (hence, sysparm_view = null). I am going to submit this to HI for further investigation.

Patrick Schulte · ‎12-29-2016

Did you get any positive response?

Patrick Schulte · ‎12-29-2016

I just had a similar issue and what worked for me was navigatig to

<your instance name>.service-now.com/<table name>.do?sysparm_view=sys_popup

right click the header and "Configure" -> "Form Layout" and design the form as desired.

First it seemed like this didn't change anything for the preview at all so I cleared the cache via <your instance name>.service-now.com/cache.do and it eventually worked .