How to set ITIL view when previewing caller record from Incident

SS1510 · ‎12-09-2025

In incident table, if i preview caller field then instead of another view i should see ITIL view of sys_user table.
If i apply view rules then it forcefully showing ITIL view and from that we cannot change the view .
Is there any other way to do that?

Ankur Bawiskar · ‎12-09-2025

@SS1510

I don't think this is feasible

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Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

its_SumitNow · ‎12-09-2025

Hii @SS1510 ,

While previewing record by default we are able to see sys_popup view, this functionality comes with ServiceNow, I don't recommend changing it, but you can configure your sys_popup view as per fields configured in ITIL view, This could work

Let me Know if Any Help Required

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Warm Regards

Sumit Yadav