Incident Reference field from a Custom table picks up choices from different column

[joymorales]

Hi Team.

I am feeling that I am overlooking a simple step, but I need help with the following. (My apology for the long posting).

I created a custom table via My Company Applications, App Engine and Tables module (kept re-creating and deleting the custom table via these options to see if I could figure out the issue) and tried the following with the same results on all three:

1. The table was created extended to the TASK table and also made the table extensible.
2. Uploaded the data from an Excel spreadsheet.
3. On the Application Access tab, selected All application scopes, and checked all options.
4. I selected "ITIL" for the ACL user role.

• I opened a blank Incident form, and opened Configure>Form Layout.  I created a couple of new fields, and made them both Reference fields, selected the custom table from the list of options, and added the fields to the Incident form.
• I clicked the magnifying glass on the first field named: County, to see the list of options and the columns that displayed were from the TASK table.  I changed this by opening Configure>Form Layout on this list and made my other columns be at the top of the list.  Now, I could see my custom columns on the list.
• When I clicked on one option from the list, the field populated with the ticket number from the custom table assigned to the record.
• I clicked the magnifying glass on the second field named: Court ID, and the list was the same as on the first field.  When I clicked on an option, the field populated with the ticket number from the custom table assigned to the record.
• I looked at the custom table to see if the "Number" column was being set as a primary or default column, but I did not find any setting about that.
• I changed the "Display" setting on the "County" field to "true" and left the others as "false".  Went back to the Incident form to check and same issue.
• I looked at the Configure>Dictionary of the Reference fields on the Incident table, and the right custom table is set as the Reference table.  I tried different things, like added a Dependent field name, added the field name in the "Reference key" field, but no success resolving the issue.
• I picked the fields from the Configure>Form Layout slushbucket and added fields using the Configure>Form Design, and no good either.
• I've read various documents, and training videos, but nothing that I have tried has let me to fixing the issue in that I cannot populate the fields with the correct column values/options.  It keeps defaulting to the custom table ticket number.

Any suggestions will be greatly appreciated.

[joymorales]

No worries.  Thanks for your help and patience. 🙂

Okay, I have attached below the screenshot of the Form Layout options related to my custom table: "County+", "Court Name+" and "Full User Name+".  I added them as they are on the list.  I also expanded options with the "+" and added the dot.walk options from the County, Court Name and Full Name, but were only populating with the record number even though I could see the table columns and data when clicking the magnifying glass.  At the last attempt, I just added them all on the form to see if any of them would work correctly, but did not. But get this...

I just added the two options with the OCA JI Courts table names to the "Selected" list of the Form Layout options to see what would happen.  Theses were not fields on the form, but I decided to try populating the County/Court Name/Full Name fields again and this time three of the various fields populated with the right type of value.  These were the ones that were dot.walked from County+.  I'm not sure why they didn't work before. To check if my last step was the key, I removed the OCA JI Courts table options from the "Selected" list.  Tried again and the field population still worked.  I looked at the Configure Dictionary of all of the fields, and found that the ones that worked only had County as the Reference type field.  The ones that did not work were set as Reference type field  So, I'm assuming that it was the issue (???)  I was happy to see something happening in the right direction.

But my happy moment hit a snag.  Tested different options on the fields, and found that by County, the form remembers my first selection and won't let me pick another one.  Example:  I have three users under a County name.  If I select the wrong one, it remembers it and even if I pick another user in the county, it keeps populating the fields with the wrong user information (my first pick).  This is also true if I select a different user from another county, and then try to pick the right user from my first county, it still populates the fields with my first wrong selected user. 

Lastly, a good thing is that the Court Name and Full User Names are auto-populating based on my county selection, but it would be great to be able to click the field's down arrow to select a different name under the county instead of having to reselect another option through  the County field list.  Right now, because they auto-populate, I don't get choices/options to pick from on the Court Name and Full User Name fields.

Any suggestions, even if to scrap what I have and do something different, will be greatly appreciated. 😄

[Laszlo Balla]

Oh boy, I am sorry but I am a little bit lost 😁 I have sent you a DM to follow-up on this.