CI Not Populating in Incident/Request Form After Selection

[GaneshErike]

I'm facing an issue while creating an Incident or Request in ServiceNow.

When I click the lookup icon next to the Configuration Item (CI) field and select a CI from the list, the record appears in the list and seems selectable. However, after clicking on it, the field does not get populated on the form.

Details:

> The CI exists in the cmdb_ci table.

> The field is a reference to cmdb_ci.

The CI being selected has:

Operational Status: In Use

Status: Installed

The reference qualifier condition on the field is:

Operational status is NOT one of [Out of order, Not available, In store, On loan, Expired]

OR

Status is NOT one of [Retired, Not in use, Disposed, Shut down]

This issue is happening only for some CIs, not for all.

[RaghavSh]

After selection, do you see the field empty and ab (i) icon? if yes then probably CI name is empty in table.

If the (i) icon is not present then there is some client script on change of CI field which is making the field empty on certain conditions (maybe ci classes).

[GaneshErike]

Hi @RaghavSh,

CI filed is not empty.

All CI's are populating except one CI.

[Ankur Bawiskar]

@GaneshErike 

Was this working fine earlier?

Did you recently upgrade and you started facing this after the upgrade?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[GaneshErike]

Hi @Ankur Bawiskar,

There are no tickets on this CI.

It is working for other CIs.