All parent tickets are appearing as a blank value

jacobpeterson · ‎03-22-2018

Hello all,

We are having a weird issue in our DEV instance.

1. From a Parent incident, the value in the field is blank but the (i) appears with the correct incident

2. From an RITM, the REQ is blank in the field but you can also see the correct REQ from the (i)

3. From a Change TASK, the Change Request appears as "false" but is accessible from the (i)

Does anyone have any idea how I can fix this?

Tim Deniston · ‎03-23-2018

Try this:

Navigate to sys_dictionary.list.
Filter where Table = change_request AND Display = true

Is there anything there?

If so, that field is the issue.

If not...

Navigate to sys_dictionary_override.list.
Filter where Table = change_request AND Override Display = true

Is there anything there?

If so, that field is the issue.

If not...

Can you see the Number field value when looking directly at the Change Request form? If not, there may be an ACL on the field that shouldn't be there.

If so...

Try flushing your system cache by visiting cache.do.

View solution in original post

Tim Deniston · ‎03-22-2018

This may be an issue with the display value of the Task table or any of the child tables. Check the dictionary for recent changes, specifically look at the Display column.

jacobpeterson · ‎03-22-2018

Tim, Thank you! it fixted number 1 and 2 with the invisible field. I'm not seeing a dictonary item that would effect the Change Task as showing "false". It also appears from the Change Request but should be showing the number..

Tim Deniston · ‎03-22-2018

That might be in the Dictionary Overrides table: Go to sys_dictionary_override_list.do (in your Application Navigator) and look for recent changes. I am guessing there is an entry there for Table "change_request" and Column Name "active" or some other True/False field.

jacobpeterson · ‎03-22-2018

Tim, I took a look there as well and mirrored the 2 that have been recently changed to PRD but still no luck..