Invalid Reference error appearing on the reference field initially and disappear after few seconds

[Bhavana Reddy]

Hello Guys,

We have a reference field "Customer order no" on the form, whenever the user enters a correct value manually it displays "Invali reference" initially and after few seconds that error message will disappear.

This is causing lot of confusion to users and it shows invalid reference initially for few seconds even though we are entering the correct values manually. (refer below screenshot).

I want to show the invalid reference only for the wrong values and not the correct values initially

Pls suggest me!!

Thanks,

[Bhavana Reddy]

Hi Ankur,

I feel this issue occurs when u try to enter the data manually and move the cursor out of the field and click somewhere on the form

for initial few seconds it shows this error message and disappears after that.

Not sure why it happens

[Aman Kumar S]

Cause

The auto-complete search query was cancelled due to the reason that it was taking more than 15sec. Thus it was displaying the message "invalid reference", even though the value we look for exists on the reference field.

This 15sec limitation was coming from the "Reference completer" Transaction quota rule.

Resolution

Please review whether can you tune your reference qualifier on the list type field so that it gets executed before 15 sec. If that is not possible, as some time, the query can be very large, in that case getting the query executed in less than 15sec may not be possible. In those exceptional situations, you need to increase the "Max Duration" set up in the "Reference qualifier" Transaction quota rule.

How to increase the "Max Duration" of "Reference qualifier" Transaction quota rule?

1. As an administrator, log on to instance
2. Navigate to "System Defintion=>Transaction Quota Rules"
3. Filter for Name = Reference completer
4. Then open the record and set the "Max Duration" to bigger value for example 30sec.
5. Save the form.

For more details on Transaction Quota, refer the following document,

https://docs.servicenow.com/csh?topicname=c_TransactionQuotas.html&version=latest

[Bhavana Reddy]

I tried this but it is not resolving the issue,

I am not using the autocomplete query on the variable attribute and this happens when  I enter the field value manually and move the cursor out of the field then this error message is displayed for initial few seconds for the correct values and then error msg will disappear on the form

plus this happens when we try to select any values from the recent selections which shows on the UI, this is happening for initial few seconds and then this error message disappears

[Aman Kumar S]

I couldn't really find any relevant article for this, and I know what you are talking about but could not really spot any fix for this.

Why don't you reach out to HI team to discuss about this, I think they will come up with better explanation and resolution for this.

[Aman Kumar S]

@Bhavana Reddy 

Did you try to get hold of HI support regarding this?

Did they get back with any workaround for this?