View Management

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Contents 1 Overview 2 List Views 3 Form Views 4 Override the View on a Module 5 Demonstration Video 6 Managing Views 7 'Views' list 8 'Views' form 8.1 Forms 8.2 Form Section 8.3 Lists 8.4 Related Lists 9 View Rules

Overview

View management permits users to change the view of the current record or list and helps administrators modify and create views.

A view is a set of fields that make up a form or list. A typical use is found in ITIL Change Management where a more extensive set of fields is required for a comprehensive change versus a routine or emergency change. An unlimited number of views are supported.

Note: Including a field in a list will only display it to the user if the user has access to the field.

List Views

View Management can allow you to quickly switch between different views of columns on a list by simply left clicking on the 'Table name' at the top left corner of the list.

Form Views

View Management can just as easily allow you to quickly switch between different views of fields and related lists visible on forms by left clicking on the 'Form title' in the form header bar.  Notice that if any view other than the 'Default' view is selected, it will identify the view name in brackets next to the 'Form title'.

Override the View on a Module

When you use the view picker to select a view other than the one assigned to a module you have clicked on, then that view is saved as your preference for that list or form. The view you set on a module will be applied unless a user has a saved preference, in which case the user will see their preferred view. If you would like to override the user preference, then you can create 'View Rules' to force a view given certain conditions. From the left navigation pane, select System UI > View Rules to create a new view rule. An out-of-box example of a view rule is that a Change Request with Type = "Emergency" will be displayed using the "emergencyChange" view, and this view won't be overridden by a user preference.

If there is difficulty switching views, check to see what the view rules for the given form are.

Demonstration Video

Here is a quick video showing list and Form View Management in action:

Managing Views

System administrators can maintain the various views that exist in Service-now.com. From the left navigation pane, select System UI > Views. Keep in mind that Views are not necessarily linked to tables.  For instance the default 'Self Service' view is used on the notification, incident, label, Service Catalog request, Service Catalog item, knowledge and user tables.

Before changing a module's views, make sure that each module is referencing a default view.

If a newly-created view is not displaying properly, remove the spaces from the view's name.

'Views' list

The title column corresponds to the name of the view that would be seen by users.

Notice that the 'Default view' has an empty name.  This is by design, all other views will have a name.

'Views' form

Forms

Select a form from the list and you will be able to maintain what sections are viewable in that view of a form.

A good example is the default Change Request form.  If you open up the the View with the title of 'Default view' and select the change_request Form, you will be able to see the 'Main' or [blank] form section, 'Scheduling' form section and 'Change, Backout and Test Plan' form sections which appear on the Default Change Request form.

Form Section

Maintain which fields appear within defined sections of a form. 

Staying with the 'Default view' as the example, as we did above, if you select the 'change_request' table from the Form Sections related list, you can sort the related 'Section Elements' by position and you will be able to maintain which elements appear in the main Change Request form section.

Removing a section can be done by navigating to System UI > Form Sections. This is not available by default, so you will need to edit the application and turn it on, or give your role access to it.

Lists

Maintain which elements appear in any list for this particular view.

Let's stick with the 'Default view' for this example as well.  If you select the list for the 'change_request' table, you will see a form that shows which elements are viewable on the default Change Request list.

Related Lists

Manage what related list are attached to a specific view of any form from here.

From the 'Default view' example, if the 'change_request' table is selected in the Related List section, we can see that the default related lists for the Change Request table are;

1. Change Task
2. Approvals
3. Problems
4. Task CIs (Affected CIs)

View Rules

View rules can be defined by navigating to System UI --> View Rules. You can easily define conditions to apply certain predefined views for forms here. This is very useful when you want to streamline forms in the case of things like Emergency Changes or when you want to request additional information for things like Comprehensive Change Requests.

Each view rule specifies a table, a set of conditions, and a view. When viewing a record on a table, if the set of conditions are satisfied, then the selected view will display.