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 · Accepted solution]

@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

[Ryan S]

Your experience does suggest something else was customized on our instance that is impacting the behavior. When you say "change to CMDB - Workspace and try it" how would I try to change the view that is rendered by that link? Else I'm stuck with changing the default view which is just more work and seems redundant.

[Bhuvan]

@Ryan S 

Go to Workspace View Rules sysrule_view_workspace and check the view associated for the corresponding CI Class table.

As per community guidelines, you can accept more than one answer as accepted solution. If my responses helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan]

@Ryan S 

Did you get a chance to review this as I believe the information provided should answer your question.

If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Ryan S]

I accepted the solution that something is unique in my instance, but still struggling to identify the issue. See these two screenshots. The CI shows up with different views, as can be seen by the 'Server' vs 'Key Attributes' section displaying. The 'Server' aligns with the 'Default' view and shows up when I click on the CI from the Incident, while the 'Key Attributes' aligns with the 'CMDB - Workspace' view which shows up when I directly open the CI. I can't find any configuration that says why these should be using different views.

Open CI from Incident:

Open CI directly: