URI_REF is returning a result of "true" instead of the incident number in my notification.

chrisjo · ‎08-24-2017

I'm using Helsinki version.

I copied the code from my dev environment where my incident number displays appropriately in my notification.

In the Test environment, I am getting a result of "true" in my notification instead of the incident number.

Any ideas on how to fix this?

chrisjo · ‎08-25-2017

Thank you everyone for your responses. You were all an the right track. I did not know what the "Display Value" was.

You helped me get to the right answer.

Display Value is the field that is identified to have it's value displayed up in the banner at the top of the table form.

I had selected a true/false field as the Display Value.

I had to go back to the table and mark my True/False checkbox field to false in the Display Value window.

I had to mark number as true for the Display Value.

URI_REF displays the value of the "Display Value" field on a form.

Problem fixed.

View solution in original post

Shahed Shah1 · ‎08-24-2017

OK. Weird question from the top of my head. Can you verify that the number field is the display value for the task table (and the only one where display value is true)? Or are there any dictionary overrides for the Incident table that could be changing the display value?

chrisjo · ‎08-24-2017

I confirmed the dictionary overrides are the same in both environments.

Not sure what is meant by the "display value" for the task table.

I have tried ${number.URI_REF} to be more specific, but It does not display anything when I do that.

The notification is firing from the Incident table.

Shahed Shah1 · ‎08-24-2017

Good to know that the dictionary overrides are the same between the two instances. As the ${URI_REF} variable will try to use the Display Value of the current record that was my first hunch.

In the case of Incident, since it extends the Task table, my first instinct would be navigate to the Dictionary [sys_dictionary] and filter it as: [Table] [is] [task] [and] [Display] [is] [true]

This is the part I was referring to (sorry for saying so in a strange way) where you should only see the Number field. Any table that extends Task would inherit this display value, unless, of course, there is a dictionary override.

Out of curiosity, what happens if you point that variable to a reference field such as Problem, for example ${problem_id.URI_REF}? Would you still see true?

Shahed Shah1 · ‎08-24-2017

Hi Chris

I just noticed your reply to Corina. Looks like my hunch about the Display Value is wrong. By the way, ${number.URI_REF} would not work because this usage is for reference fields like ${problem_id.URI_REF}, ${rfc.URI_REF}. You could try using those as another step to troubleshoot. So, you can determine if it is a general display value issue or just something with the Incident table.

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Thanks

Shahid