Since the Berlin release, it is no longer possible to drill through Reference Icons that are in variables. This is expected behavior.
Steps to Reproduce
- Navigate to Service Catalog > Can We Help You? >Create a New Incident.
- Enter a name in Open on behalf of this user field.
- Look up the newly created incident.
- Go to the variable section.
- Try to dril through Reference Icon.
Hover over the icon to view the referenced record.
Related Problem: PRB576438