Agent App - Configuration of cmdb
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3 weeks ago
Hi,
The incident form in the agent mobile app has the Configuration item field. Below attached image is the configuration of the Configuration item field, source table is incident, source field is cmdb_ci and the target table is cmdb_ci. The standard incident form web version also has the Configuration Item field. It is a reference field at it referring to cmdb_ci table. It is showing all the display names of Configuration Items clearly inside the reference field. But when it comes to Agent Mobile, the display values are showing as empty . Why is it so? The labels of the choices are not getting displayed properly. How to fix this issue?
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3 weeks ago
Hi @NishaB ,
This issue with the Configuration Item (cmdb_ci) field showing empty values in Agent Mobile, while it works fine on the web UI, is typically caused by the Display field configuration on the cmdb_ci table.
Agent Mobile relies strictly on the Display Value property of the referenced table. If multiple fields on cmdb_ci are set as Display=true (or if a custom field is incorrectly marked as Display), the mobile app may fail to render labels properly, resulting in blank values.
How to fix:
Navigate to System Definition > Dictionary (sys_dictionary).
Filter for the cmdb_ci table where Display=true.
Ensure that only one field (normally the name field) is set as the display field.
Update any other fields incorrectly marked as Display to Display=false.
Clear cache and retest in the Agent Mobile app.
This approach is confirmed in ServiceNow KB and community threads:
Once the display field is corrected, the values should appear properly in Agent Mobile.
Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.
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3 weeks ago
Hi @M Iftikhar ,
I checked the dictionary. For cmdb_ci table the asset field is showing as display=true. The name field is showing as display=false. Is it because of that the values are showing as empty for Configuration Item ? When I checked cmdb_ci.list, the name field is actually storing the display values of the configuration items. Should I change the name to display = true and asset to display = false? Is this the way to fix it? I'm attaching the screenshot of dictionary entry of asset field in the cmdb_ci table.
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3 weeks ago
Hi @NishaB ,
The name field should be the Display field for cmdb_ci, since it holds the label values you expect to see in reference lookups (including Agent Mobile).
To fix it:
Set name → Display = true.
Set asset → Display = false.
Save the changes and clear cache (or log out/log in on Mobile).
This will ensure that the Configuration Item values display properly across both the web UI and Agent Mobile.
Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.
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3 weeks ago
@NishaB wrote:Hi,
The incident form in the agent mobile app has the Configuration item field. Below attached image is the configuration of the Configuration item field, source table is incident, source field is cmdb_ci and the target table is cmdb_ci. The standard incident form web version also has the Configuration Item field. It is a reference field at it referring to cmdb_ci table. It is showing all the display names of Configuration Items clearly inside the reference field. But when it comes to Agent Mobile, the display values are showing as empty . Why is it so? The labels of the choices are not getting displayed properly. How to fix this issue?
The web form and the Agent Mobile app retrieve data differently. The web UI is robust and can often "fall back" to using the name field as the display value even if it's not explicitly marked as such. The mobile app, however, relies more strictly on the table's dictionary entry to identify the correct field to show. If the Display property is not set for a field on the cmdb_ci table, the mobile app will not know which value to show, resulting in an empty label.
