SOW list tooltip/hint on tickets “number” field — where is it configured?

[Daniel_san]

Hi,

In SOW lists, when hovering over the record number field, the tooltip shows the same ticket number: 


Where is this hover tooltip configured?
Can it be customized to show more useful information instead of just the record number?

Thanks.

[Ankur Bawiskar · Accepted solution]

@Daniel_san 

I believe it comes from OOTB platform level and not from any config

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar · Accepted solution]

@Daniel_san 

I believe it comes from OOTB platform level and not from any config

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Daniel_san]

Thanks @Ankur Bawiskar,

but it doesn’t make any sense that hovering shows exactly the same information that is already visible in the label. The same issue occurs across all columns with reference or clickable fields:
...............

There should be a way to configure or modify it, shouldn’t there?

[Ankur Bawiskar]

@Daniel_san 

that's correct

It happens only for reference fields.

I don't think we have any control over it

You can raise a case with ServiceNow to see if this can be altered

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Daniel_san · Accepted solution]

I opened a case with ServiceNow Support. Their answer is that:

• There is currently no out-of-the-box way to customise tooltips in SOW list reference fields
• The tooltip content is rendered by the underlying UI component (Now Experience)
• It is not driven by dictionary, list configuration, or any standard setting

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To be honest, I still believe this does not make much sense from a UX perspective, as the tooltip does not add any value in its current form... especially for reference fields where additional context (e.g. email, department, etc.) would be much more useful.

As suggested by Support, I have submitted an enhancement request here:

Idea - Customizable hover tooltip for reference fields in SOW/Workspace lists

Feel free to upvote it if you see the same limitation or have a similar use case.

Thanks!