sysparm_dependent on Incident CI Search

[Andrew Bettcher]

Hi,

I posted on this before but the issue has moved forward and I thought a fresh post to be better.

The default behaviour on the incident form (OOTB) is that the CI reference field is dependent on the company field. On a fresh form, the company field is blank and so the search URL for the CI field looks like this:

service-now.com/cmdb_ci_list.do?sysparm_target=incident.cmdb_ci&sysparm_target_value=&sysparm_reference_value=&sysparm_nameofstack=reflist&sysparm_clear_stack=true&sysparm_element=cmdb_ci&sysparm_reference=cmdb_ci&sysparm_view=sys_ref_list&sysparm_additional_qual=&sysparm_dependent=&sysparm_client_record=session&sysparm_domain_restore=false

If you select a company, the sys_id of that record is added to allow for the filter to be used.

On our instance though, despite everything being set the same (as far as I can see), the URL on a blank form looks like this:

service-now.com/cmdb_ci_list.do?sysparm_target=incident.cmdb_ci&sysparm_target_value=&sysparm_reference_value=&sysparm_nameofstack=reflist&sysparm_clear_stack=true&sysparm_element=cmdb_ci&sysparm_reference=cmdb_ci&sysparm_view=sys_ref_list&sysparm_additional_qual=&sysparm_dependent=undefined&sysparm_client_record=session&sysparm_domain_restore=false

The dependency works so if we select a company then the sys_id is added but it means that, on a fresh form, a search on the CI field returns nothing.

We've checked through all the onLoad scripts that kick in and tried disabling them one by one but the same behaviour occurs. We thought it might be down to the initial field focus going to the company field (whereas, on the OOTB form it goes to the incident number field). We thought this might be being seen as an entry of sorts even if noting is selected so we disabled field focus across the instance and still the same thing happens.

Does anyone have any ideas about what we can check please?

[Anusha Savanth]

How the Caller Company and Config item might be similar? Could you explain in detail?