Service Portal: Specify which View displays when clicking a reference field's "info" icon?

[chch]

Greetings,

This is my first post in the community!

My question pertains to the Service Portal. I've tried searching the community for an answer but haven't been able to find anything that works.

In the Service Portal, when clicking the "i" icon next to a reference field, a widget opens to display record information.

This currently uses the default view and I haven't been able to find where to specify a different view, for example, the Self Service view.

I've already tried adding a "sys_popup" view using the Form Layout editor, which DOES update the popup in the old Service Catalog but has no effect in the Service Portal.

No change in Service Portal:

Any help would be greatly appreciated!

Best,

Chris

[mrswann]

Just curious exactly WHY, so to be sure the solution is accurate..

is this because you want a certain set of users to only see a particular view - or is it purely for the route in via portal?

reason I ask, is ACLs may achieve this if you wanted ESS users only to see a certain view by not being able to read the fields you want to restrict from sight

[chch]

Service Portal users (including admins) should not be able to edit their own user values or values for other users. This is handled instead by submitting a request. The Self Service view is already set up to display everything as read-only.

[zabeeulla2]

Hi Christopher,

Did you get a solution for this, We are having the same requirement.

Could you please help me with this.

Regards,

Zabeeulla.

[The SN Nerd]

You need to make sure there are no write ACL's that pass on the user record when they look at their own record.

Please note this will stop them from being able to change any details of the user record at the back end of ServiceNow as well.

You could add this condition to an existing write ACL on sys_user - none

answer = gs.getUserID() != current.sys_id;

I'm guessing that self-service users should not be able to modify any sys_user record, so you may want to consider reviewing your ACLs