Can I modify the columns for a pivot table report drilldown list?

[wryanr]

I have a pivot table report on a custom table that is looking at the state and type of request. When I click into a cell to see the list of tickets, for example Type = Contracts and State = Open, I want to add more columns to the list view. I've opened the Report Drilldown and added the columns to the Selected list but they don't show up. In fact, columns that aren't in the Selected list are displaying.

I've named and saved the Report Drilldown. I've also set the Group By to one of the fields and the drilldown list view appropriately groups the tickets, but it still doesn't modify the actual columns displayed. It seems like the list view is locked to a specific set of columns and can't be changed. Is that right?

I'm on Geneva Patch 5.

Thanks,

Ryan

[Chuck Tomasi · Accepted solution]

Hi William,

The drill down capability on the pivot (or almost any report) takes you to a list of records filtered by what you clicked. The view (or list of columns displayed) is using what ever you used as your last preference. My incident test started with the default view. When I changed the list view to Self Service and ran the report again, clicked through, it came up with the self-service columns.

The view is not configurable on a click-by-click basis to show different columns based on what you clicked. Sorry.

[wryanr]

Thanks, Chuck and Pradeep. I ran a few tests myself and I see that.

This isn't a great user experience though. As shown above in my screenshots, there's a very clear expectation that I can create a "list drilldown view" and modify the columns. If this isn't supported, then that should be removed as an option from the Report Drilldown configuration. It seems like this would be a great feature to add though since I can create other list reports and customize the look of them, just like I would expect to do here.

Should I create a HI ticket about this so it's captured?

Thanks again,

Ryan

[Pradeep Sharma]

Thanks William for the update. You can create enhancement request for this feature on HI.

Enhancement requests: Tell us how you would improve the ServiceNow product

[wryanr]

The official word is that this is OK in Helsinki and won't be fixed in Geneva. Thanks for everyone's input.

Ryan

[eurban]

I felt it could be useful to add that the problem is "PRB690553: Report drilldown doesn't show the selected columns, it displays the columns from the default list view."