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Dictionary Attributes

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In this lesson, you will learn:

  • What dictionary attributes are
  • How attributes are written
  • A few attributes admins use often

1 Small switches, big changes

The main dictionary fields cover the basics: type, length, mandatory. But sometimes you want a field to behave a little differently. That’s what dictionary attributes are for. 🎛️

Key term: Dictionary attribute

A small setting on a dictionary entry that changes how a field looks or works. Written as name=value.

2 How attributes are written

Attributes are a list of name=value pairs, separated by commas. For example:

ref_ac_columns=email;department,ref_ac_columns_search=true

  • The comma separates one attribute from the next.
  • The semicolon separates values inside one attribute, like two column names.
  • Some attributes are just switches: no_sort=true.

📝 Note: On the dictionary entry form, attributes show in the Attributes field (switch to Advanced view if you don’t see it) and in the Attributes related list.

3 See it in action

SNWR agents often pick the wrong caller when two people have the same name. Adding an attribute to the Caller field shows more details in the search box.

Before and after adding attributes to the Caller field on Incident. Before: typing Riya shows two people named Riya Sharma and you can't tell them apart. After adding ref_ac_columns=email;department and ref_ac_columns_search=true, the list also shows each person's email and department, so the agent picks the right one.
Figure 1. Two attributes make the Caller search much clearer.

4 Attributes worth knowing

Attribute What it does
ref_ac_columns Shows extra columns in a reference field’s search list
ref_ac_columns_search Lets you search those extra columns too
ref_ac_order_by Sets the sort order of the search list
ref_contributions Adds an icon next to a reference field, like one that shows the caller’s open incidents
no_sort Stops users from sorting a list by this field
tree_picker Shows a tree to pick from, for tables with parent and child records

💡 Good to know: You don’t need to memorize every attribute. Look up the exact name in the ServiceNow docs, and test the change in snwrdev first.

⭐ Remember: Attributes = name=value, separated by commas. They tweak how one field looks or works.

  1. Open an incident. Right-click the Caller label and choose Configure Dictionary.
  2. Look at the Attributes field. What’s already there? Keep it.
  3. At the end, add ,ref_ac_columns=email;department,ref_ac_columns_search=true. Click Update.
  4. Open a new incident and type a name in Caller. Do you see email and department now?

6 Quick recap

  • Dictionary attributes change how a field looks or works
  • Written as name=value, separated by commas
  • ref_ac_columns and ref_ac_columns_search improve reference searches
  • Always keep existing attributes when you add a new one

7 Check yourself

Think of your answer first. Then tap to check.

1 What separates two attributes from each other? Show answer

A comma.

2 You want the Caller search to show each user’s email. Which attribute do you use? Show answer

ref_ac_columns (for example, ref_ac_columns=email).

3 You can’t see the Attributes field on the dictionary form. What should you try? Show answer

Switch to Advanced view, or use the Attributes related list.

Nice work! You finished this lesson. 🎉

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