All Reference field lookup (magnifying glass) icons are greyed out and not functioning on a form

[rajkumar2000]

We are experiencing an issue on a specific table form where all reference fields display a greyed-out magnifying glass (lookup) icon. Users are unable to click the lookup icon to search and select reference records.

[Dr Atul G- LNG]

If it’s read-only, then this is the expected behaviour. @rajkumar2000 

[rajkumar2000]

Hello @Dr Atul G- LNG ,
Thanks for your reply,
fields are not readonly, some fields are mandatory also, that magnify icon is grayed out.

[Dr Atul G- LNG]

Look like more a cache issue, try cache.do once

[musislam]

Hi Raj,

This isn't a cache or read-only issue. I got the exact same greyed-out icon on my PDI. Hover over the magnifying glass: if it says "Lookup unavailable in Reference Lists, use autocomplete", this is expected behaviour (KB0689012).

ServiceNow disables every lookup icon on a form that's opened from a reference lookup. On my PDI, either of these URL parameters did it:

• sysparm_view=sys_ref_list
• sysparm_nameofstack=reflist

Without them, the same form showed normal lookup icons.

So check the form's URL while the icons are greyed. Usually it's one of these:

• The record was created with New from inside a reference lookup popup. This is by design, because a second lookup would replace the popup you're in.
• A module, UI Action or redirect URL is passing sysparm_view=sys_ref_list.
• A view rule is sending users to the sys_ref_list view.

Open the record straight from its table list and the icons should work. Inside the popup, typing in the field to use autocomplete still works.

If that works for you, mind marking it as the recommended solution? Helps me support these better for the community.