Service Portal: Chrome Identifying Fields as Address Fields and Offering Autofill Values

[jmiskey]

So, many of our users have been experiencing a weird little glitch when completing Service Portal request forms using Google Chrome.  For some reason, Google Chrome thinks some fields are address fields, and as such when you click on them, it offers recent/saved autofill information.  This looks rather odd when filling out a fields that have nothing to do with addresses, and it offers autofill options like "New York".

It appears that the issue is with Google Chrome, and it can be rectified by turning off the "Save and file addresses" Autofill setting in Chrome settings.

However, what I am wondering is why Google Chrome thinks certain non-address fields are addresses, and is there anything we can do in ServiceNow to make sure that Google Chrome does not mistakenly identify them as address fields.  (I do not know if the Field Type has anything to do with it.  The current example I am looking at is a List Collector variable to a Reference table I have.  I do not know if it behaves like this only for List Collectors, or other Field Types as well.)

[Cody Smith _ Cl]

This most likely has something to do with what the names of the fields are, or the IDs of the fields are. 

If you're able to edit the widget where this is happening, you could add `autocomplete="off"` in the HTMLs Input tag to stop this from happening. 

I also found this SNow Blog Post about auto completing on email and passwords. It might help you if its similar. 

If my answer was helpful, or solved your issue, please mark it as Helpful / Correct.

Thank you,

Cody Smith

[jmiskey]

I don't think we want to turn Autocomplete off (might want it on for other things), and we really prefer not to mess with the OOTB widgets, whenever possible.

We know how to update the Chrome setting to shut that feature off, but we have thousands of users, and really want a more efficient way of handling it than telling them all how to change the setting on their browser (or handling them individually when the questions come in).

What we were really hoping to do is understand how/why Google Chrome thinks this is an address field that needs autocompleting, and see if we can make some simple changes to avoid that.  Like if it has something to do with how we are naming the variables, we could change our variable naming convention to avoid the issue (btw, on the one we are currently looking at, the variable is a List Collector named "requested access" that is a reference back to a Custom table we created).

[Cody Smith _ Cl]

You're right. You would never want to change OOB. 

Chrome looks at the HTML attributes to figure out if and how it will autofill. This could deal with the name or ID or the autofill parameter itself. 

While looking at it on the portal, use the inspector (Right click > Inspect) to look at the HTML and check if that field, or a parent has 'address' in it somewhere. From there you should be able to figure out what needs to be changed. 

[stevebevacqua]

Hi jmiskey,

Did you have any luck determining the how/why? I'm having the exact same nuance.

Thank you,

Steve