Field randomly clearing on Save

[paul_mcnamara]

Version: Dublin Patch 3

Table: u_case_task

Extends: u_case

Extends: Task

Field: u_authority_level on Table u_case and inherited on u_case_task

When I hit New Case Task and populate the u_authority_level field and hit save approximately 75% of the time the field is cleared.   The field is not cleared immediately as it is used to add a Skill to the Case and that happens successfully.   This only started happening after we upgraded to Patch 3.   Our instance that is not patched yet does not have this issue.

I have gone so far as disabling every Business Rule, Client Script, UI Policy, Script include that touches the Case Task table and the issue persists.       If anyone has some ideas of things to look at or things to do I would be interested in a different perspective!

Thanks!

[Aaron40]

As your unpatched instance does not have this issue, I would strongly recommend opening a HI ticket to ServiceNow and see if this is a known issue for the release you're on.

[paul_mcnamara]

Definitely already done, just thought I would check if the collective brainpower of the community could solve it first

Thanks for your help

Paul

[Jacob_Andersen]

Go to the record where you see no value (that was saved previously) and right click on the header and choose 'show XML'.   Does the field show as having a value in the XML?   If so, there is a client script blanking out the field when you view it.

[paul_mcnamara]

Great check but no value in the XML

[Jim Coyne]

This might seem odd, but are you showing that field more than once on the form?   In different sections maybe?   Reason I ask is because showing the same field multiple times on a form can lead to unpredictable behaviour.

Double check all the sections in the Personalize Form window because a UI Policy may be hiding one of the fields.