Modify view for CI clicked from Incident

Ryan S · 3 weeks ago

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?

Bhuvan · 3 weeks ago

@Ryan S

Please see below for details

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

In my instance, below is default view

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

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

Bhuvan · 3 weeks ago

@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 · 3 weeks ago

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.

Bhuvan · 3 weeks ago

@Ryan S

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

View - CMDB Workspace

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

Changes will reflect in Workspace

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

Thanks,

Bhuvan

Ryan S · 3 weeks ago

@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.