Issues with Tree Picker on a Reference Field

[kevsandberg]

I'm having an issue with the tree picker on a reference field and wondering if anyone can shed any light on this as I am sure its something simple I am missing.

We are currently in the process on re-modelling our Incident Screen to make it tidier and easier to use.

One of the things we have decided to do is give users a base location.

We have added location to the user record.

We have then added the reference fields to the Incident Screen so this information is pulled through if we have it.
The idea is that the analysts will complete the users base location if we do not have the information and this will write back to the user record and populate the next time a user logs a call - something we have done in numerous sceanrios without any issue.

All is working as expected — but one thing isn't and I am not 100% sure why. You can type a location into the reference field and this works fine - submit the ticket - it writes back to the user record as expected, however....

The Tree Picker for the Base Location does not work — it comes up / displays the tree — lets you navigate the tree but does not allow you to select the location. Have trawled the wiki and the community without any success as to why and wondered if you know why this is happening.

I'm sure it's something simple I have missed.

[Mark Stanger]

The most common issue with the tree picker is that there's a reference qualifier or other security that prevents the user from seeing one of the parent locations in the tree. If they can't see the parent, then they won't see any of the children. The standard reference autocomplete wouldn't come into play there because the parent hierarchy doesn't come into play.

[kevsandberg]

Thanks for your reply Mark -

What I can't get my head around is that the Tree Picker is working fine on the user record. We have a reference qualifier on the field but this simply removes the lowest level of the tree (none of the parent records - in this case the room location). The user can see all of the Parent records and the child records from that down to a certain level that I have controlled with a reference qualifier.

In troubleshooting I tried to remove the reference qualifier - however when I do this all Locations dissapear when selecting the tree picker.

The issue only occurs when accessing the same field which has been placed on the Incident form. Actually clicking on the tree picker displays all the appropriate parent / child records that a user should be able to select - but does not give the ability to select any of the records.

The frustrating thing is that it appears to be working right up to the point where you click your mouse to select the record.

[Mark Stanger]

Sounds like it's maybe a client-side javascript issue then. I would open up your browser console and try to see if there are any errors there. Hopefully that points you to a bad client script or something.