Replace URL with a readable text in a related list in SOW

[albertosaenz]

I have created a related list in Catalog task, to show the attachments for the sc_task, the parent req_item and the parent request, all together.

In legacy view, it works perfect, but in SOW, when I click in the file name it opens the sys_attachment record instead of downloading the file.

I wonder if it is possible to download the file instead of opening the sys_attachment record.

I have also tried to create a URL calculated field that composes the URL. It also works, but it is showing the full url in the related list.

How can achieve any of the two requirements?

[GlideFather]

Hi @albertosaenz,

do you want to download the file when you click the left-most or right-most column in the SOW list?

PS: is it possible that we have already met? ;))

[suhaskp]

Hi,

In Service Operations Workspace (SOW), related lists behave differently compared to classic UI. By default, clicking an attachment opens the sys_attachment record instead of downloading the file.

You can achieve your requirement in the following ways:

Option 1: Force Direct Download (Recommended)

Instead of opening the attachment record, construct a download URL using the sys_attachment table.

Example (Calculated Field / Script):

'/sys_attachment.do?sys_id=' + current.sys_id

OR for direct file download:

'/sys_attachment.do?sys_id=' + current.sys_id + '&view=true'

Option 2: Show Readable Text Instead of Full URL

If your calculated field is showing the full URL, you can make it user-friendly by using HTML display.

Example:

'<a href="/sys_attachment.do?sys_id=' + current.sys_id + '" target="_blank">Download File</a>'

Make sure:

• Field type = String (HTML enabled)
• Or use a UI Formatter / UI Macro if needed

Important Note (Workspace Limitation)

In SOW / Workspace:

• URL fields render as plain text (not always clickable HTML)
• Some HTML rendering is restricted for security

 If HTML is not rendering:
Use a custom component in UI Builder or Data Resource + Button action to trigger download.

Alternate (Best UX Approach)

Use:

• UI Builder → Custom Button
• On click → Navigate to:

/sys_attachment.do?sys_id=<sys_id>

This gives full control and better user experience in Workspace.

Explanation:

Workspace uses a modern component-based UI, so legacy behaviors (like clickable URLs in related lists) are limited. Direct download links or UI Builder customization are the recommended approaches.

Reference:

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/attachment-administrati...

Hope this helps.

If this resolves your issue, please mark the answer as Helpful/Correct.