Filter in Related list not working as expected i.e. status != absent

[Jaskaran Walia]

Hi All,

we are seeing an issue on few related list where filter seems to have satisfied but still records are not displayed. This is the OOB filter and records are there if we remove the filter. For instance, cmdb_ci_win_server and cmdb_ci_win_cluster under "Network Adapters" related list.

The filter status !=absent doesn't seems to work i.e. if you remove the filter, we see the records that has status not absent.

Thought i will ask around if anyone has seen such issue while i search for the same here at SN community, google and already raised HI for this.

Will keep you all posted if we find the rootcause and possible fix.

Thanks,

Jaskaran Walia

[Swadesh Saraf2]

It is just a long shot, but did you check if the filter being used has the display value or the actual value?

[Jaskaran Walia · Accepted solution]

Hi All,

HI team came back explaining that its a known problem and they have problem ticket and KB article as well. Please see the detail below and the workaround that we are going to apply.

Most Probable Cause: This scenario seems to be affected by the known problem PRB659408 which is working as designed as far as modern databases such as MySQL, SQL Server, and Oracle are considered for behavior. Solution Proposed: I have tried looking for more inputs around the case further. And found a known problem PRB659408 which seems to be related with this case. So the filter operators "is not" ignore empty/null values excluding them from the query output. As per feedback from internal SME teams, this is expected behavior for modern databases such as MySQL, SQL Server, and Oracle. The way the "not equal to" operator is behaving in the SN platform is congruent with standards-compliant SQL dialect. And as a work around, the query will need to have two conditions in OR: <field> is not <value> OR <field> is empty. Kindly refer to article - https://hi.service-now.com/kb_view.do?sysparm_article=KB0680079.

Workaround: Add a another filter in the related list at system level so that for all end user the default filter is as below

status is not absent (OOB) OR status is empty (workaround)

Thanks,

Jaskaran Walia