Reference field not saving on a form

[johnsgp]

I have two fields - say "User Group" and "User" - on my incident form where the User field is restricted by means of an advanced reference qualifier (using Javascript) to be one of the users in the user group.   The dependency is working correctly.

If I edit both the User Group and the User fields and then update/save, the User does not save.   I have to change the User Group first, save that, then change the User and update/save it as a second step.

Is this expected behaviour?   If not, is there somewhere I can diagnose the flow of what is happening (perhaps scripts being called) as the form is saved?

I have read the Reference Qualifiers - ServiceNow Wiki page but it has not given me sufficient insight into the problem.   The Javascript in use is similar to the example under section 4.3.2.2 of this page except reversed (it returns user IDs based on the group ID).

[Brad Tilton · Accepted solution]

I would turn the field watcher on for the user field and then try to save the form. The field watcher should tell you if the user field is being cleared out by something while you're saving. Also, are you able to find a match through magnifying glass for the user field before you save?

Field Watcher - ServiceNow Wiki

[johnsgp]

Thank you! The field watcher showed me which business rule was running!   There is a rule clearing the User field when a User Group change is detected during the save.   I can now proceed to fix it.   I think this was added to work in the List view, not realising the effect on the Form view.   In the form, it should clear the field on change, not on save.

[hobbes113]

Hey Brad,

Any ideas for debugging this issue without the Field Watcher?   I have a Reference field on a form that will not commit on a submit.   I can update the value once the record is stored, but not on the initial load.   Also, when I use the record producer to generate the record, the field saves as expected.   Field Watcher is telling me nothing and I've read through what I think are all the relevant Business Rules.   Any ideas?

Thanks,

Charlie