Users with only "snc_internal" role are forced to ESS view when accessing requested item formDescription<!-- div.margin{ padding: 10px 40px 40px 30px; } table.tocTable{ border: 1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); padding-top: .6em; padding-bottom: .6em; padding-left: .9em; padding-right: .6em; } table.noteTable{ border:1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); width: 100%; border-spacing:2; } table.internaltable { white-space:nowrap; text-align:left; border-width: 1px; border-collapse: collapse; font-size:14px; width: 85%; } table.internaltable th { border-width: 1px; padding: 5px; border-style: solid; border-color: rgb(245, 245, 245); background-color: rgb(245, 245, 245); } table.internaltable td { border-width: 1px; padding: 5px; border-style: solid; border-color: #E0E0E0; color: #000000; } .title { color: #D1232B; font-weight:normal; font-size:28px; } h1{ color: #D1232B; font-weight:normal; font-size:21px; margin-bottom:-5px } h2{ color: #646464; font-weight:bold; font-size:18px; } h3{ color: #000000; font-weight:BOLD; font-size:16px; text-decoration:underline; } h4{ color: #646464; font-weight:BOLD; font-size:15px; text-decoration:; } h5{ color: #000000; font-weight:BOLD; font-size:13px; text-decoration:; } h6{ color: #000000; font-weight:BOLD; font-size:14px; text-decoration:; } ul{ list-style: disc outside none; margin-left: 0; } li { padding-left: 1em; } --> Symptoms Users with only snc_internal role are forced to ESS view when accessing requested item. Release Kingston. Environment UI16. Cause This is because of an Ajax Script in place called Catalog Scripts that forces users with ONLY snc_internal role to move to ESS view of the form. (/sys_script_ajax.do?sys_id=52c74075c6112297007a8ba45f0649ca)This is specific to sc_req_item table. Resolution You can either customize or deactivate this script if you don't want this behavior.Or add configure the list fields via form layout in this view which you want these users to see. Additional Information Service Portal form page honors the form view that are set for users (based on role or whatever configuration is set).Please note custom scripting assistance is out of scope of ServiceNow Support.If you're going with the approach of deactivating or customizing, kindly test/review the impact it has on the platform.