Values visible in alm_hardware list view but empty in form view

[SiddeswaraJ]

Hi everyone,

I'm facing an issue with the cmdb_ci and alm_hardware tables.

Both tables have common fields such as Primary Contact, Secondary Contact, and Responsible Manager.

When I update these fields in the cmdb_ci record, the updated values are visible in the alm_hardware list view. However, when I open the same alm_hardware record in the form view, those fields appear empty.

Has anyone encountered this issue before?

Is this something that can be fixed by a ServiceNow admin/developer through configuration, or is it an OOTB issue that should be raised with ServiceNow Support?

Any suggestions or related KB articles would be appreciated.

Thanks!

[Ankur Bawiskar]

@SiddeswaraJ 

Things to check

-> check XML of that record and if values are present in XML then it means some client script or UI policy is clearing the values when form loads

-> if XML doesn't have and list view shows then it's some bug but this should not happen ideally

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