Agent App - Configuration of cmdb

NishaB
Tera Expert

5 hours 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?

Preview file
45 KB
0 Helpfuls
  • 110 Views
1 REPLY 1

M Iftikhar
Kilo Sage

5 hours 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:

  1. Navigate to System Definition > Dictionary (sys_dictionary).

  2. Filter for the cmdb_ci table where Display=true.

  3. Ensure that only one field (normally the name field) is set as the display field.

  4. Update any other fields incorrectly marked as Display to Display=false.

  5. 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.

0 Helpfuls