CIs not showing in the Configuration Item field but they are actually there.

[Chris393]

I'm running ITOM Event Management on Xanadu PDI and I'm running into a strange issue.  In alert forms, the Configuration Item field will say (Empty) but when I click on the Open Record link, the appropriate CI record opens.  So there is a CI but it isn't displaying.  I'm viewing the Express List and alert form in Service Operations Workspace as Admin.  Any help is greatly appreciated.

Update: I noticed this is also happening on the incident form as well so it isn't specific to Event Management as I originally thought.  Considering bringing up a new PDI.

[SK Chand Basha]

Hi @Chris393 

If you done any customizing need to map the sys_id of CI instead of name because of it's reference field. 

[Chris393]

Hi, to my knowledge, this is out of the box.  I have not made any customizations.  Thanks!

[Chris393 · Accepted solution]

I finally found the culprit.  A custom field had been created on the cmdb_ci table with Display set to true.  I updated it to false and all is working.