Reference fields are suddenly stopped working on incident form

[Community Alums]

Hi All,

Caller, Assignment group, Assigned to and configuration item fields of incident table are stopped working as expected. Meaning am not able to select the value in it.

Referred the KB: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993490 (it dint worked for m...

Could anyone please guide me on this..

Any help is appreciated!

Thanks in advance!

[Community Alums]

Hi @Community Alums ,

First,Check all the UI policies running on this form and look for anything whihc is stopping it.

The second place you can affect the display value for a reference field is with a dictionary override. These are stored in the sys_dictionary_override table. You can see all the records that would affect the display value of a table using the following URL:

• /sys_dictionary_override_list.do?sysparm_query=display_override%3Dtrue
• Remember to look for entries that are for the table your reference field is pointing to (not the table the reference field is part of). This would include parent tables for the target table as well.

[Community Alums]

Checked mentioned points, no where i can see the changes..

[RaghavSh]

@Community Alums is the pop up window opening when you click on the glass icon?

[Community Alums]

No Raghav, its not opening and also am not able to open the configure dictionary when i click on the field.