Invalid Reference error on user created field that references user name in the sys_user table

Dan English
Tera Contributor

‎06-20-2024 10:13 AM - edited ‎06-20-2024 10:14 AM

Hi all,

 

Ever since our Vancouver upgrade, we've had occasional times where users are trying to input a user's name like they always have in a reference field that points to sys_user.name.  Sometimes (not all the time) we get an invalid reference error and we have to go into our browser settings and delete cookies in order for the autocomplete function to start working again.

 

As you can imagine, this is a bit annoying and causes delays to the incoming call workflow for the team that is being impacted by this.

 

Has anyone else had similar situations they were able to figure out?  I've extended timeouts, checked the reference field dictionary settings, checked ACLs, added attributes to pull in the name to the ref autocompleter... and we still experience the issue daily.

 

Any thoughts are appreciated, thanks!

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Ravi Chandra_K
Kilo Patron
Kilo Patron

‎06-20-2024 10:24 AM - edited ‎06-20-2024 10:25 AM

Hello @Dan English 

It might be because of Max Duration" of "Reference qualifier" Transaction quota rule.

The system takes time to run the query. If the query time is completed and still it didn't get the expected result, this error will come up.

As an administrator, log on to instance

Navigate to "System Defintion=>Transaction Quota Rules"

Filter for Name = Reference completer

Then open the record and set the "Max Duration" to bigger value for example 30sec.

Save the form.

Please refer below articles:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0758311

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0777648

 

Pleaseark this answer as helpful and correct if helped.

Kind Regards,

Ravi Chandra