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Hovering over the reference icon shows an unexpected form section - Support and Troubleshooting
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  • Hovering over the reference icon shows an unexpected form section
KB0688977

Hovering over the reference icon shows an unexpected form section


1481 Views Last updated : Feb 21, 2023 public Copy Permalink
KB Summary by Now Assist

Issue

Popup window when hovering over a reference icon shows a different form section than the top form section.

Cause

The cause of the unexpected behavior of the popup is the lack of sys_popup views set up for the specified table. If the system attempts to access a non-existent view, it can result in unpredictable outcomes, such as showing an arbitrary section of a form instead of the expected popup.

For example: 

when you are on the Incident form and move the cursor over the reference icon close to the pre-filled Assigned To field, if there is no defined sys_popup view for the sys_user table, it could result in the display of an unforeseen section of the form.

Resolution

 The following steps can be taken to resolve this issue in any instance:

  1. Navigate to- https://<your-instance>.service-now.com/<table_name>.do?sysparm_view=sys_popup
    This will show a form even if one does not yet exist, it will pull fields from the default view.

  2. Right Click the header and choose Configure → Form Layout
  3. Users can click save to create the view as it looks now, or they can modify the fields/form sections displayed by customizing it to their needs and clicking save.
  4. There should now be a sys_popup view for this table which will be visible upon hover of the reference icon.

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