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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?
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3 weeks ago
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
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3 weeks ago
Configure below steps and try again
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
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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.
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3 weeks ago
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
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3 weeks ago - last edited 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.