ITSM Agent App :Reference field filter based on another field value

NeethuD
Tera Contributor

Tuesday

Hi

 

I have a requirement in ITSM Mobile agent App Incident Creation 

We have two reference field refr_a and refer_b.Baed on the value selected in field a , the other field should get filtered.This is working in plaform in advanced reference qualifier.But the same is not working in mobile.

 

Is there any way to achieve this?

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Matthew_13
Mega Sage

Tuesday

Yes, this is a known limitation with the ITSM Mobile Agent app.

Advanced (scripted) reference qualifiers that work on the platform UI often dont work in mobile, because the mobile app doesn’t evaluate client-side scripts or dynamic javascript: qualifiers the same way the platform form does. Mobile uses a different data layer for reference lookups, so the filtering logic never kicks in.

What I recommend that works in mobile:

  • Try to convert the qualifier to a simple encoded query (no scripting). Mobile supports static and straightforward dynamic qualifiers much better than advanced scripts.

  • If possible, move the logic to a Dictionary Reference Qualifier or a reusable reference qualifier record that doesn’t rely on client context.

  • As a fallback (and best practice), add a server-side Business Rule to validate that refer_b is allowed for the selected value in refr_a. This ensures data integrity even if the UI doesn’t filter correctly.

Basically , advanced reference qualifierrs are not fully supported in the mobile agent experience. The recommended approach is to simplify the qualifier or enforce the relationship server-side. 

 

@NeethuD - Please mark Accepted Solution and Thumbs Up if you find Helpful!

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