Sometime within the last week or two, something has happened/changed to where after an incident is created & submitted, you can not change or add a configuration item as the reference list appears empty. When a ticket is generated via inbound email action, we are not able to go back into the incident to add one because the reference list appears empty and typing in the CI just returns an "invalid reference" response. However, when an itil user creates a new incident, you are able to view and select from the list of all available CI's based off of the category/subcategory before you submit it. After submission of that incident, you can not go back and change the CI because the list shows "no records to display".
What is even more strange to me is that if you go back into older incidents created before this issue started, you have the ability to change the CI's on those.
The only recent change we have made within that time frame (that we are aware of) was an update set containing changes and additions to field mapping for users, but there were no issues in our dev instance when creating an incident and going back to change a CI or to add one (maybe there wouldn't be since it does not sync up like prod? I'm not sure). Any help or advice would be greatly appreciated!
This is the CI list showing up before an incident is submitted:
This is the CI list showing empty after an incident is submitted and trying to change it:
Hi Stephen,
Thanks for your reply! This is what it is showing right now:
I am not great at reading script so I am not sure if that is what it is supposed to do or not. I don't know how this would have gotten changed if this is the issue. Let me know if you need any additional information. Thank you!
