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Modify view for CI clicked from Incident

Ryan S
Kilo Sage

I have configured the SOW view for CIs so when I open a CI in the workspace it shows with this view. However, if I open an incident and click on the CI that is on the incident, the CI opens in the Default view. How can I have the CI open in the SOW view instead of the default view?

1 ACCEPTED SOLUTION

@Ryan S 

 

Please see below for details

 

Bhuvan_0-1759189536329.png

Bhuvan_1-1759189563629.png

 

Go to cmdb_ci.LIST from Application Navigator and look for CI and select the view

 

In my instance, below is default view

Bhuvan_2-1759189634360.png

View - CMDB Workspace that I have customized for testing and showing up in Workspace on click of CI 

Bhuvan_3-1759189675304.png

You can check the view that is rendered and for Workspace it should be CMDB - Workspace. If not, it could be customization at your end. You can either change to CMDB - Workspace and try it or change default view form layout as per your requirements and that should render it fine in Workspace.

 

If this helped to answer your query, please mark it helpful & accept the solution. 

 

Thanks,

Bhuvan

View solution in original post

13 REPLIES 13

Bhuvan
Giga Patron

@Ryan S 

 

Configure below steps and try again

 

https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/field-administ...

 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0745595

 

If this helped to answer your query, please mark it helpful & accept the solution. 

 

Thanks,

Bhuvan

Ryan S
Kilo Sage

Hi @Bhuvan  thank you for the suggestion, but the CI is not being opened from the reference field icon but the CI itself is a link. On the 'overview' tab of the Inc the CI shows in the 'Impact' section (OOTB). That link is

/now/sow/record/incident/85a33fb0dceba2508cdb6b53ef70dce4/sub/record/<class>/6ef5fd60b9d6a210bb5ad2e6c0ee39da/  which then just uses the default view.

@Ryan S 

 

This is populated from related list view and opens in Form Layout defined for the Workspace.

Bhuvan_0-1759188226586.png

View - CMDB Workspace

Bhuvan_1-1759188287134.pngBhuvan_2-1759188310762.png

Change the Form Layout as per your requirements and save the record, below is for sample

Bhuvan_3-1759188424084.png

Changes will reflect in Workspace

Bhuvan_4-1759188478782.png

 

If this helped to answer your query, please mark it helpful & accept the solution. 

 

Thanks,

Bhuvan

Ryan S
Kilo Sage

Screenshot 2025-09-29 193920.png

 

@Bhuvan  in your first screenshot, what view do you get when you click on the blue link 'MailServerUS'? See highlighted in my screenshot of your screenshot. In my instance, when I click that link it does not take me to the CMDB - Workspace view but the Default view.