Adding Service Offering to Incident show link to parent

Henrik Jutterst · 3 weeks ago

Can someone explain this to me?

When creating a new INC from SOW and trying to add Service Offering, i get a new window opening. But the link for the Service Offering shows the Parent as clickable. Not the Service Offering.

Any idea Why is that and what can I do so fix this?
I believe this will be hard for end users/agents to understand:

Image is from fresh PDI with 2 Business Service Offerings:

Here the user have to click "Infra" instead of "Network Support" and since we have 2 records in Infra, it's not that logic to end users...

Henrik Jutterst · 3 weeks ago

Got it to work. Thanks 🙂

I was modifying at the wrong place.

Here's how I did it:

OR here:
sys_ui_list.LIST

Look for reference and Service Offering:

View solution in original post

Kieran Anson · 3 weeks ago

The first column will always be the 'clickable' column. To change this behaviour, re-order the columns for the popup view record so name is first. Believe SOW uses sys_ref_list view for this.

Kieran Anson · 3 weeks ago

To create a sys_ref_list view:

Navigate to service_offering table
Right click the header and select Configure > List Layout
Create a new list layout named sys_ref_list (see below)
Add the columns you desire

Henrik Jutterst · 3 weeks ago

Hi and thanks for helping out here!

That's odd.. Because Name is the first column on that table - even in my PDI.

But in Classic UI, it's possible to click both columns:

See here:

Kieran Anson · 3 weeks ago

Looks like you're in the default view. As mentioned, this behaviour is driven by a view called sys_ref_list which doesn't look to exist from your second screenshot. If you create it by using the "Add" option, you will be able to specify Name as the first column