question Form view on portal in ITSM forum

Form view on portal

Jack62 — Thu, 13 Aug 2020 12:20:33 GMT

Afternoon all.

I seem to have an issue in which users viewing their requests (form view not ticket view) are seeing the ticket in the default view rather than self service. Its fine for incident, again using form view (Requirement) they get the reduced portal view. I have looked at the widget and tried various things but cant seem to force requests to load in self service view.

Any thoughts?

JAck

Re: Form view on portal

Namrata Khabale — Thu, 13 Aug 2020 12:24:03 GMT

Hey Jack,

Refer this thread, it might help you:

https://community.servicenow.com/community?id=community_question&sys_id=1fc22d03db8b53088e7c2926ca961987

Mark it Correct or Helpful, if it works based on impact....!!!!

Best Regards,

Namrata.

Re: Form view on portal

Willem — Thu, 13 Aug 2020 12:35:42 GMT

If the form view is not specified in the URL it will resort to the default view.

Can you check which views are available for the request? And if the view is passed in the URL? It can be view=... or v=...

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/build/service-portal/concept/form-widget.html

Re: Form view on portal

Ashley Snyder1 — Thu, 13 Aug 2020 12:57:32 GMT

I believe the form widget in portal actually uses 'sp' and not 'default' by default. Though like stated above you can change the URL to open a different view.

Re: Form view on portal

Jack62 — Thu, 13 Aug 2020 13:06:29 GMT

Hey

Thanks both, indeed, if in the URL I change the SP to =ess for example it gives me the view expected. Where do I go to hard code that in? I thought it would be in the below section but it still defaults to sp for request which would be fine for incident. So I guess changing it would cause issues as Incident tickets would open in this new hard coded view?

Re: Form view on portal

Willem — Thu, 13 Aug 2020 13:19:26 GMT

Add this to the options for the widget instance:

"view": {
		"value": "sp",
		"displayValue": "sp"
	},

sp is the name of the view you want to enforce.

So like this:

Re: Form view on portal

Jack62 — Thu, 13 Aug 2020 21:46:42 GMT

Hey

That has worked for all but change request, and its because the sp view does not have change_request included. how would I set it to use a different view depending on what table the record is pulling from?

Thanks

Jack

Re: Form view on portal

SanjivMeher — Thu, 13 Aug 2020 21:49:09 GMT

You are suppose to use view rule, which works fine in both native ui and portal.

Re: Form view on portal

Willem — Thu, 13 Aug 2020 21:55:38 GMT

Hi Jack, On change_request you can create an sp view. Can even be a copy of the default view. That way you do not have to customize widgets.

Re: Form view on portal

Ashley Snyder1 — Mon, 17 Aug 2020 13:04:09 GMT

Agreed, this is the best route. This method allows for the creation of create server-side UI Actions for change_request, with their visibility only on the 'sp' view for future use cases if you wish.

Re: Form view on portal

Bill Bonnett — Fri, 22 Oct 2021 19:37:00 GMT

This is great information!!! However, where did you get it from? I searched DOCS to see if I could find "omitHeaderOptions" and for "disableUIActions" and received zero hits.

What other JSON format choices are there? I'd like to hid the "attachment" button on the portal form and this looks like the perfect spot to specify that... if I knew the wording.

Thanks,

Re: Form view on portal

Chris D — Thu, 05 Oct 2023 17:38:35 GMT

I know that the sp view is the way to go - and I've done that successfully for a list view - but I just created an sp view for the sc_req_item table and for some reason it (the ootb Form widget) continues to use the Default View if I don't set the view in a URL parameter 😣