Configure Incident form popup view in Incident list view

[Sneha Karthik]

Hi Experts,

I have a requirement to configure the Incident form popup view in Incident list view. Below is the Incident form popup view:

Requirement:

When the Incident state is 'On hold' then only the 'On hold reason' field should appear in the popup view. As per the OOB functionality the 'On hold reason' field is always showing.

Please help me to find a solution for this.

Thanks.

[Sneha Karthik]

Hi @Naveet Agrawal,

I created another view and view rule, but it is affecting the form view as well. If I open an Incident with state 'On Hold' the incident form view will be 'sys_popup'.

How to configure the list view without affecting the form view?

Thanks!

[Naveet Agrawal]

Hi @Sneha Karthik, sorry could'nt reply to you earlier.

Regarding your issue, I checked and was facing this issue myself. I tried to configure this by using some scripts. But there was a small mistake on my end, actually we have to write this view rule on 'Default view'. Because when we created 'sys_popup' it becomes the default preview in the incident list section, which will make the preview to hide the 'on hold reason' field. So just configure the view rule, instead of 'sys_popup' change it to 'Default view'(D capital and no underscore just use a space).

Hope it helps 👍