Reference field issue in Mobile UI

[Mark Laucus]

When attempting to change a existing value of a business service on a incident form with the mobile UI, I get a "No records found".   I am using Helsinki Patch 8 and below are the other testing results.

• It does work if the Business Service field was initially blank for the Mobile UI
• The change form uses the same field and it works ok there with the Mobile UI
• The desktop version of the form works just fine.

If there are any ideas where I should look I would appreciate them

[webyork]

I have had the exact same problem with our caller filed (from the user table) it came down to the fact that we have 2 users with full stops as their first name (as they dont have a first name). Once I had filtered these 2 records from the dictionary field it worked on the mobile app.

I would guess that there is a record in the business service table that the app doesnt like and therefore it is falling over.

[scotthal]

I experienced the same issue on the incident form.   What we found to be the root issue is the reference field that is returning zero results has a dependent field listed in the dictionary setup.   The dependent field was company.   So if a company is set on the incident the mobile app returns zero results.   This happened on the Incident.Location, Incident.Configuration item, Incident.Caller fields.

Below is some more details.

1. Out of box business rule sets the incident's company field to the value of the Contacts company
2. Out of box database settings say the reference from contact/caller, location and configuration item are dependent on the value listed in the company field on the incident (i.e. only return CI's that have the same company as listed on the incident)
   1. This setting isn't honored in the normal UI
   2. This setting is enforced in the mobile UI and mobile app.