How to create an icon next to a caller field which displays caller information in incident form

[Muffin]

Need to create an icon next to a caller field in the incident form and it should display the details of a caller

[Ajay_Chavan]

Configure the reference icon view of fields

Use a table's sys_popup form view to configure the fields in the pop-up form that appear when pointing to a reference icon. If the table has no sys_popup view, the pop-up uses the default view.

Before you begin

Role required: personalize_form

Procedure

1. To configure a reference field popup form for a table using the default sys_popup view, navigate to the following URL format, substituting the instance name and table name:

   <your instance name>.service-now.com/<table name>.do?sysparm_view=sys_popup

   Note: This URL format only shows a table and default sys_popup view. It does not work for records that use a different view.
   An example of an instance for Acme, the sys_user table, and the sys_popup default view:

   acme.service-now.com/sys_user.do?sysparm_view=sys_popup

2. (Optional) To configure a reference field popup form for a table using a non-default sys_popup view, navigate to the following URL format, substituting the instance name, table name, and name of view:

   <your instance name>.service-now.com/<table name>.do?sysparm_view=sys_popup,<name_of_view>

   An example of an instance for Acme, the sys_user table, and the sys_popup ESS view:

   acme.service-now.com/sys_user.do?sysparm_view=sys_popup,ess

3. Configure the form to add or remove fields as appropriate.

Configure pop-ups on read-only fields

Reference pop-ups and click-throughs are hidden by default when a client script, UI policy, variable, or ACL makes the field read-only. The ability to see or click through to the target record does not depend on whether the reference field is writable. You can change the read-only setting.

Before you begin

Role required: admin

Procedure

1. Navigate to System Properties > UI Properties.
2. Change the value of the Enable click-through of a reference field when the reference field is read-only. (glide.ui.reference.readonly.clickthrough) property.
   If set to true, the pop-up appears for read-only fields and for variables.

What to do next

If this system value is set to false, you can override the setting for a specific read-only reference field. Configure the dictionary entry and add the readonly_clickthrough=true attribute.

Dictionary entry showing the clickthrough attribute

[Harsh Vardhan]

that icon will visible automatically once you will select the user in caller field. 

can you confirm on "caller" field , its not visible ? let me know if you have any further questions on it . 

[Muffin]

There is an icon already exist next to the caller field...I am practicing on my personal instance and am unable to  create an icon which displays the caller information

[Harsh Vardhan]

can you add the screenshot ?

[Muffin]

I want to replicate one like in the attachment