question Re: issue of reference field in workspace in Virtual Agent forum

issue of reference field in workspace

maheshchokk — Mon, 02 Dec 2024 13:02:12 GMT

Hi all,

I am facing an issue with the Assignment Group field. I have applied a reference qualifier to this field, and it is working correctly as per the configuration in both the Workspace and the Native UI.

However, in the Workspace, when I try to change the Assignment Group using the magnifying glass icon, it shows the expected groups. But when I select one of the groups, it is not being applied to the field. On the other hand, if I type a word in the field to search, suggestions appear, and I can successfully select the Assignment Group this way.

The issue seems specific to selecting an Assignment Group using the magnifying glass icon in Workspace. I have checked other OOTB Workspace reference fields, and they work fine with the magnifying glass icon.

If anyone knows the root cause or has a solution, your help would be greatly appreciated.

Thank you!

Re: issue of reference field in workspace

Simon Christens — Tue, 03 Dec 2024 05:13:36 GMT

Hi,

Im currently working on the same issue which seems to impact all types of reference fields as well as lists (watch list ect) in workspaces.

I suspect out of date plugins to cause this issue as it works in 1 instance but not the other.

I will update the post with my findings

Re: issue of reference field in workspace

Simon Christens — Tue, 03 Dec 2024 05:34:01 GMT

I have updated the following plugins:
UI Builder
App Engine Studio
Workspace Builder For App Engine Studio

After that I cleared the cache in SN (cache.do - twice)

Close browser and start it - logging in.

Both Reference fields as well as lists now works as intended

Re: issue of reference field in workspace

maheshchokk — Tue, 03 Dec 2024 06:14:13 GMT

hi @Simon Christens
I will try from my end too if does it works will let you know thank you

Re: issue of reference field in workspace

yuvarajkate — Tue, 03 Dec 2024 06:45:00 GMT

The problem might be tied to how the Reference Qualifier or field settings are behaving specifically in Workspace. Here are a few things you can try:

Double-check the Reference Qualifier:
Make sure the qualifier isn’t doing something that resets or blocks the selection when using the magnifying glass.
Look at Client Scripts and UI Policies:
Sometimes, scripts or UI policies tied to Workspace can interfere. Check if there’s anything that might be overriding the field value after selection.
Review the Field Mapping for Workspace:
Ensure the field is correctly configured in the Workspace view. Mismatches here can cause strange behavior like this.
Use the Developer Console:
When you select the Assignment Group with the magnifying glass, check the browser’s console for errors. This can give clues about what’s going wrong.
Test with a New Field:
Try creating a new reference field pointing to the same table with the same reference qualifier. If it works, there might be an issue specific to the original field.
Check for Workspace Updates:
If none of this helps, it might be a bug. Check if there are any updates or patches available for your Workspace version.

Re: issue of reference field in workspace

Simon Christens — Tue, 03 Dec 2024 07:01:21 GMT

It seems a bit inconsistant - you could also try and create a new workspace for testing after the updates to see if that works - and retry the old one to see if anything changes.

To me it acts like some older workspaces are somewhat stuck loading old components.
Im still checking up on other workspaces though some of them does indeed work

Update:

It seems like time is your friend after updating the plugins - give it some time, maybe a couple of hours afterwards and then recheck in case they are not fixed right away.

To me, workspaces that didnt work immediately start working after some time. Might be cause of script libraries needed to reload with some update code.

Re: issue of reference field in workspace

maheshchokk — Tue, 03 Dec 2024 07:01:33 GMT

The present issue is in new workspace only and coming to older ones it is working fine

Re: issue of reference field in workspace

Simon Christens — Tue, 03 Dec 2024 07:11:51 GMT

As stated - try give it some time and recheck - it helped me.

Re: issue of reference field in workspace

maheshchokk — Tue, 03 Dec 2024 07:13:55 GMT

Okay thanks and I'll wait and check

Re: issue of reference field in workspace

Simon Christens — Wed, 04 Dec 2024 11:35:28 GMT

Hi @maheshchokk

According to ServiceNow its duo to a misconfiguration of the workspace.

Please see:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1645501

Follow the below steps for the issue to be fixed:

Open the page variant that is affected in the UI builder
Go to settings
Click the dropdown under 'Actions' & select 'Page definition' - this will open the sys_ux_macroponent record
Scroll down to the composition section
Within this section, scroll down till you find the elementId: "modalContainerViewport"
Scroll down till you find operationName: RECORD#CLOSE_MODAL
Go to extensionPoints method
Here, replace the empty value ("") of "controllerElementId" with "record" & save the form.
Close the workspace & test the issue, notice the issue is fixed & value gets populated.

Here is the screenshot for your reference.

Re: issue of reference field in workspace

Community Alums — Wed, 04 Dec 2024 13:05:48 GMT

hi @Simon Christens
Thanks for the response I'll try the above approach and let you know whether it work for me or not

Re: issue of reference field in workspace

maheshchokk — Wed, 04 Dec 2024 13:43:12 GMT

Thanks @Simon Christens now it is populating the value