Field values like managed by, support group, supported by fields from service records disappeared

[ektamestri]

Hi,

Field values like managed by, support group, supported by fields from service records disappeared even when confirmed by SPM team member that they had updated those fields manually a few days before.   Also, update done by the particular user has not been captured in audit history of the record as well.  Can someone please suggest what may have caused this.

Thanks

[Tanushree Maiti]

Hi @ektamestri 

1. Ensure auditing is actually enabled for the specific table. 

• Navigate to sys_dictionary
•  Search for the table
• ensure the Audit attribute is true

2. a. Open a record-> right click on header-> select Show XML ->look at the actual values (managed_by, support_group, supported_by) in the database.

If they are populated in XML but blank on the form, a UI Policy or Client Script is hiding them. 

b. If the records were modified by an automated job, transform map, or BR script, the developer may have applied .setWorkflow(false) or .autoSysFields(false).

These settings intentionally stop audit fields from being updated and can also activate rules that reset or clear certain fields

c. Using field watcher , try to debug those fields, then re-update.

This will show exactly what script or rule clears the field after saving.