Configuring lookup lists
Introduced in 2024.2
The Lookup Configuration page allows administrators to define how lookup lists appear on workflow forms in the Self Service Portal. Lookup lists are dropdown menus that users interact with to select related objects, such as people, tickets, or IT assets.
You can control what fields appear in every lookup list to ensure users see the most relevant information. For example, in a Person lookup list, users might initially see just the person names. To enhance the lookup list, you can add the Primary Email field so users can see both the name and the email address for each person in the list.
Use the built-in JSON editor to customize lookups.
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To save your custom configurations as an XML file, click Export.
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To apply pre-configured settings by uploading an XML file, use the Import option.
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To revert any changes and reset the views to their original settings, click Restore Default.
How to find field names
In the Settings App, navigate to Workflow and Business Logic > [Module] > [Object Class] > Fields. You'll see a list of fields displayed in the Fields column. However, note that these are field labels, not field names.
Field names are derived from field labels, with spaces replaced by underscores. For example, the field label Actual Response Date corresponds to the field name Actual_Response_Date.
If you’re unsure about the exact field name, you can double-click any row in the Fields table or select Edit to open the Field Properties dialog. The field name will be displayed in the Field Name field.