How to change the ess user view to default view

[Hari1]

Hi,

I have created a new form by taking the fields of incident form.

When the end user- "user with no roles" login he is not able to see all the fields, But when a user with itil role login he is able to see all the fields.

I need the ess user to see all the fields as that of itil user without providing the role itil to the ess user.

I trying doing the below changes, it's working for itil user but not for ess users.

Can anyone please help me out on this?

[Hari1]

Hi Ankur,

Please find the below snapshot. "Submit Contract Request" is the Module and when i click on it i am able to see the below fields on the form view and the field category was added to the ess view. These is for the ess (end user).

REF::

But for the itil role user i am seeing all the fields of "contract_request" view.

REF::

[Ankur Bawiskar]

Hi Hemanth,

So the view to which it is taking is correct based on view rule? Are you having those remaining fields suchas Subcategory, Company etc in the ess view?

Regards
Ankur

[Hari1]

Hi Ankur,

I have seen the view "contract_request" in the url for the ess user even before creating the view rule. I did try to add other fields but it is not showing up.

[Cuong Phan]

Hi Hemanth,

The view is just layout for different users with same role to see. What you mentioned is controlled by ACL, so please go to ACL and check table Incident ACL Read.

If you want ESS User to see all fields or any field, you can create ACL Read for all fields or for a specific field, then they can see fields on record.

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.

Cuong Phan

DXC Consultant.

[Sandhya Bellann]

There is a global business rule Business Rule called 'incident functions', which exists in Out-of-Box instances. 

URL:

https://<your-instance>.service-now.com/sys_script.do?sys_id=68c334efc0a80164016c1bce9b634660

In the Advanced Tab in the Script field, there is a method that's forcing the 'ess' (Self Service) view for users that do not have the itil role.