How can I configure a reference icon related list that includes all calls, incidents, requests, RITM's and requests for a caller

[heidiyablonski]

Hello community,

I have a request to configure a reference icon attached to the caller field that will display every call, incident, task, RITM, and request for the specified caller.

We have a reference icon that shows all incidents, tasks, RITMs, and requests for the specified caller but I have no idea how it was set up and if it is even possible to display calls in the current reference field.  We use the task table for all the related items we have now (incidents, requests,ritm's, and tasks) and I don't know if there's a way to dot walk or incorporate in any way, the new_call table.

Suggestions appreciated!

Thanks,

Heidi

[jeremy_pottier]

Hi Heidi,

Icons that are displayed at the right of a field in a form can be configured on the dictionary of related field. For example, there is an OOTB icon on the incident form for the caller field :

In the dictionary, the attribute "ref_contributions" lets you call the UI macro associated (https://docs.servicenow.com/bundle/london-platform-administration/page/administer/reference-pages/concept/c_DictionaryAttributes.html?cshalt=yes). Here, It calls "user_show_incidents" UI macro that shows a popup of the related incident of the caller :

You need to create your own custom UI macro to display all related tasks of the caller.

[heidiyablonski]

Thank you for the explanation.  I'm going to try to make it work that way, wish me luck