The first column (or any references) on a list are not a clickable link to the record or reference - Support and Troubleshooting

The first column (or any references) on a list are not a clickable link to the record or reference Description  Symptoms The first colunm of a list is not a link that you can use to click into the record.

No reference fields on the list are clickable links to those references.

Cause The List Control for that list is omitting links for that list either entirely or by role.

Resolution Configure the list control for that list and make sure that Omit Links is not checked, and that there are no Link Roles. Alternatively, if you do only want links to work for some roles, add a role for the impacted users to the Link Roles field.

Additional Information Documentation on the List Control which explains the Omit Links and Link ROles in more detail.

https://docs.servicenow.com/csh?topicname=t_ConfigureListControls.html&version=latest