relationships undefined name

[DSLKTB]

Hi all,

I used to be able the see the name of the CI to which another CI was mapped to in the Relationships tree. But for some reason, even though the relationships are still there, the name of the CI is "undefined". Any idea why?

Thank you for your help

[Itallo Brandão · Accepted solution]

Hi there,

Thank you for the update. Since the Name field is populated and permissions are ruled out, this is becoming more interesting.

Here are the next troubleshooting steps, including when to involve ServiceNow Support:

1. Check the Dictionary Display Value The Relationship tree displays whatever field is marked as Display=true in the dictionary, not necessarily the "Name".

• Go to System Definition > Dictionary.

• Filter by Table = [The Child Class Name] and Display = true.

• Check: Is a different field (like serial_number or asset_tag) set to true? If that field is empty on these records, the tree shows "undefined".

2. Check for Browser Console Errors (F12) Sometimes the data is there, but the script rendering the tree crashes.

• Press F12 (Developer Tools) and go to the Console tab.

• Refresh the page/form.

• If you see red text/errors related to ng_relation_formatter or Angular, the interface is failing to parse the data.

3. Open a Support Case If the Dictionary is correct (Name is set to Display) and you still see "undefined", this might be a defect in the Relationship Formatter macro or a corrupt relationship record.

• Please raise a case on Now Support (HI).

• Provide them with the specific CI SysID and the screenshot. They can debug the backend macro to see why it is failing to fetch the label.
  
  

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards, Brandão.

[DSLKTB]

Hi,

I've contacted ServiceNow Support, they advised me to upgrade my instance to Zurich (PRB : PRB1894123) - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2152155

But after the upgrade, the issue remains... As I mention on my initial post, the relationship exists, the Parent & Child name is missing in the cmdb_rel_ci table. I think this is the core issue, but I'm not sure why it was deleted...

Note: no such issue on my nonprod instance.

[Itallo Brandão]

Hi DSLKTB,

Since the upgrade did not resolve it and you found missing data in the cmdb_rel_ci table, this confirms Data Corruption, which a code upgrade (PRB fix) cannot restore.

Recommended Next Steps:

1. Update the Support Case: Inform them that the upgrade failed and that the issue is likely specific to corrupted records in this instance's database, not a platform bug.

2. Clone the Instance: Since you mentioned your other instance (likely Production) is healthy, the fastest fix is to Clone that healthy instance over this broken one. This will replace the corrupted relationships with valid data.
   
   

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

[DSLKTB · Accepted solution]

Hi Brandão,

I'd like to thank you for your time helping me troubleshoot this issue, and provide potential solution.

I have since found the issue, which is self-made...

I created a custom attribute on the cmdb_ci table and enabled by mistake the Display (value for reference table) to true.

Since I set it back to false the issue is gone. The cmdb_rel_ci table is now back to normal...

Thanks again for your assistance,

Have a nice day,

DS