Modify view for CI clicked from Incident

[Ryan S]

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]

@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]

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]

@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]

 

@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.