Lookup icon is not working in "Self Service" view

[Mazin AliKarar]

Dear all,

I am facing a little problem and I hope I would get your help.

When I view a list of incidents in the "Default view" and I open one record I get to choose the "Requester" field for that incident by clicking on the lookup icon.

However when I view the incidents list using "Self Service" view and I open an incident record, clicking on the lookup icon of the "Requester" filed does not do anything.

Please advise what could be the issue??

Thanks,

Regards,

[rohantyagi]

Which module do you click? Self service > Incidents or service desk > incidents?. In self service incidents, caller/requestor is usually greyed out and you wont event see the lookup icon. However in service desk module, you must see lookup icon in both cases (default and self service). Would you mind adding screenshots.

[Mazin AliKarar]

Hi,

Thanks for your response.

However, I did not mean the module type, the list "View" type.

Please find below are screenshots of the same incident with default view and Self Service View (see highlighted). In our configuration, the Requester field is editable to itil users.

Default View:

clicking on the "Requester" lookup icon opens the users list window.

Self Service View:

clicking on the "Requester" lookup icon nothing happens!

[rohantyagi]

Go to form design and then check for both views, the requested by field is referencing the same table:

[Mazin AliKarar]

They are referring to the same table.

Please see below.