Customizing the "View All" List in ServiceNow Service Portal

The ServiceNow Service Portal offers a user-friendly interface for end-users to interact with various services. The "Simple List" widget is a popular choice for displaying a concise overview of records, often with a limit on the number of items shown initially, followed by a "View All" option. However, users sometimes find that clicking "View All" leads to a list displaying columns that are not relevant or desired for their needs. This can create confusion and hinder the user experience. This article explores how you can customize the columns displayed when users click "View All" in the ServiceNow Service Portal's Simple List widget, ensuring a more intuitive and effective portal experience.

When you configure a Simple List widget in the ServiceNow Service Portal to display a limited number of records with a "View All" link, clicking this link typically directs users to a standard list page. The columns displayed on this page are often determined by the default view associated with the table. This might not always align with the context or the specific columns you've chosen to display in the initial, limited list within the widget.

Understanding the Challenge

The core issue is that the "View All" functionality often relies on a generic list view, and there isn't a straightforward configuration option within the Simple List widget itself to dictate the columns for this expanded view. To achieve the desired customization, you'll need to delve into the underlying widget configurations.

Solution 1: Modifying the "Data Table from URL Definition" Widget

The "View All" link in the Simple List widget often redirects to a page that utilizes the "Data Table from URL Definition" widget to display the full list of records. One approach to customize the columns is to modify this "Data Table from URL Definition" widget.

1. Clone the Widget: Navigate to Service Portal > Widgets and search for "Data Table from URL Definition." Right-click on it and select "Clone Widget." Give your cloned widget a unique name.

2. Modify the Server Script: Open your cloned widget and navigate to the "Server script" section. Locate the following line:

   JavaScript

data.view = $sp.getParameter('view');

3. Replace it with the following line:

4. JavaScript

data.view = $sp.getParameter('view') || 'your_desired_view_name';

4. Replace 'your_desired_view_name' with the name of the view you want to use for the "View All" list. For example, you could use 'default' to use the system's default view or 'ess' for the Employee Self-Service view, or even a custom view you've created specifically for this purpose.

5. Update the List Page: Navigate to the page where the Simple List widget and the "View All" functionality are used. Open the page in the Page Editor (Service Portal > Pages). Find the instance of the original "Data Table from URL Definition" widget that is used for the "View All" link and replace it with your newly cloned and modified widget.

Solution 2: Modifying the "Simple List" Widget to Pass a View Parameter

Another approach involves modifying the "Simple List" widget itself to explicitly pass a view parameter when the "View All" link is clicked.

1. Clone the Widget: Navigate to Service Portal > Widgets and search for "Simple List." Right-click on it and select "Clone Widget." Give your cloned widget a unique name.

2. Modify the Client Script: Open your cloned widget and navigate to the "Client controller" section. Locate the seeAll function. It might look similar to this:

3. Add a view parameter to the $location.search object:

4. Add a Widget Option for View Name: To make this configurable per instance, you can add a new option to the widget definition. In your cloned Simple List widget, navigate to the "Options schema" section and add a new field with the name view_name (or any name you prefer) and a type of "Reference" pointing to the sys_ui_view table. This will allow you to select a specific view when configuring the widget instance.

5. Update the Page: Navigate to the page where your original Simple List widget is used in the Page Editor and replace it with your newly cloned and modified widget. Configure the "View name" option in the widget instance to the desired view.

Solution 3: Configuring the "Mobile" View

An alternative, simpler approach, though with broader implications, involves configuring the "Mobile" view for the specific table. The Service Portal sometimes defaults to the "Mobile" view for list displays.

1. Navigate to System UI > Views.

2. Open the "Mobile" view.

3. Select the "Lists" tab.

4. Find the list configuration for the table you are working with (e.g., Record Producer Task).

5. Modify the "List elements" to include the desired columns in the order you want them to appear.

Important Considerations

• Cloning Widgets: Always clone and modify out-of-the-box widgets instead of directly editing them. This practice ensures that your customizations are preserved during ServiceNow upgrades.

• View Selection: Carefully choose the view that best suits the needs of your users when they click "View All." Consider creating a specific view for this purpose to avoid unintended changes to other areas of the platform.

• Testing: Thoroughly test your changes in a non-production environment to ensure the "View All" functionality displays the correct columns as expected.

Conclusion

Customizing the "View All" list in the ServiceNow Service Portal's Simple List widget is essential for providing a consistent and user-friendly experience. By either modifying the "Data Table from URL Definition" widget or the "Simple List" widget to specify a particular view, you can control the columns displayed when users1 want to see the full list of records. While configuring the "Mobile" view offers a quick alternative, it's important to consider its broader impact. By implementing these solutions, you can ensure that your Service Portal users have access to the information they need in a clear and organized manner, improving their overall satisfaction with your ServiceNow platform. The next step is to evaluate which of these solutions best fits your specific requirements and implement the necessary changes in your ServiceNow instance.