When a user opens a record from the related list a new record is created instead of the record being shown - Support and Troubleshooting

When a user opens a record from the related list a new record is created instead of the record being shown Issue When a user opens a record from the related list a new record is created instead of the record being shown. If the user opens the related list link in a separate tab the correct record would open.

Release Any

Cause The issue is being experienced due to a View Rule (sysrule_view) that is set to run on the table with 'View' set to "Default view".

A View Rule 'View' field must refer to the 'Name', not the 'Title', of a UI View (sys_ui_view) record. This View Rule is erroneously configured, as a View with the 'Name' (not 'Title') "Default view" does not exist on this instance, or OOB. The OOB UI View "Default view" ("Default view" is its 'Title') has an empty/blank value for 'Name'.

Resolution To resolve the issue, you will need to either: 1.) Disable this View Rule (set it to active=false), or 2.) If you want to force the OOB "Default view", on the View Rule you have created you will need to set the 'View' field to empty/blank (the name of the OOB UI View "Default view"). You should also review for any other View Rules you have configured to where the 'View' field is set to "Default view", or where 'View' does not reflect the 'Name' value of a UI View, as you have a similar erroneous configuration that can cause this issue to be encountered on the corresponding tables such View Rules are configured for.

ServiceNow "Create a view rule" Documentation excerpt: ============== View Enter the name of the View you are creating a rule for. The system hides this field when you create an advanced View Rule. ============== Link:

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