requested item view

[dlively]

Anytime I open a RITM, the view defaults to Self Service View and I have to manually change it to default.   I have gone to Form Layout, changed the view to default and saved it, but it always goes back to Self Service view.

Any ideas why I can't get Default view to stay?

Thank you,

Donna Lively

[dlively]

Nothing in arguments field, but why does the "Application Menu" have Self-Service in it?

[shruti_tyagi]

Oh yes that's OOB, as it is under Self-Service application menu and this is the reason its opening in ess view, Its expected.

You can create another module to open requested item in some other application menu. There is another modules names 'Items' for requested item:

https://<instance_name>.service-now.com/sys_app_module_list.do?sysparm_query=nameSTARTSWITHsc_req_item&sysparm_list_mode=grid

Or create a view rule as Brian mentioned.

Shruti

[Brian O_Donnell]

To solve this problem I created a view rule with the following script (click Advanced to get the script):

(function overrideView(view, is_list) {

if (gs.hasRole("itil")){   
answer = '';   
} else {
answer = 'ess';
}

})(view, is_list);

And this applies to the Requested item (sc_req_item) table

[shivanipatel]

Donna,

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Shivani Patel