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

[The SN Nerd]

Step 1

On the write ACL for sys_user, add the code below in advanced

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

Step 2

On the write .* ACL for sys_user, add the code as well. Create a new ACL if need be.

Step 3

Impersonate a non-admin user. All fields should be read only.

[zabeeulla2]

Hi Paul,

Added the above script in sys_user write ACL.

Created a new ACL for sys_user.* and added the script line inadvanced.

Impersonated as enduser and checked

but still i see same fields editable and save button and related lists.

Regards,

Zabeeulla.

[The SN Nerd]

The sys_popup view from the backend is always read-only, regardless of ACL configuration.

[Miguel Posada]

Hi Paul, Zabeeull, Chris. 

Sorry guys, was this ever fixed or figured out?

The requirement is to be able to change the view that Service Portal displays for Reference fields. 

I don't want to create ACLs for restricting visibility for Business Users for the hundreds of reference fields we have. That's what views are for. ESS platform seemed to handle this just fine.

Thank you,

Miguel

[The SN Nerd]

I never worked this one out.

At some clients, we have added some CSS to remove the reference popup, as there seems no way in the present to change the view or hide the UI Actions and Related Lists.