All parent tickets are appearing as a blank value

[jacobpeterson]

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]

In that case, I would recommend going to sys_dictionary.list, filtering where Table = task and Column Name = number. In that record, make sure Display is checked. That will set the Number field as the display value for all task types, unless...

then go to the Dictionary Overrides related list at the bottom of that record. Check if there is an entry where Table = change_request. In that record, uncheck the Override Default Value checkbox, which will cause Change Request to inherit the display value from Task. 

[jacobpeterson]

Tim, I went ahead and checked the Display on the Table = task and Column Name = number. This did not fix the issue so I checked for the Dictionary Overrides and there was not one for Table = change_request

[Tim Deniston · Accepted solution]

Try this: 

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

Is there anything there?

If so, that field is the issue. 

If not...

1. Navigate to sys_dictionary_override.list.
2. 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. 

[jacobpeterson]

Tim, This resolver it! Thank you so much for the multiple replies you are the best!