Search Suggestions Not Populating in “Application/System Affected” Field on Report an Issue

Mounika B1
Tera Contributor

Wednesday

HI Team,
Need your support

this is Record producer
Currently, when am typing any portion of the application or system name in the Application/System Affected field , type is reference (e.g., partial name, middle word, acronym), no matching suggestions appear. This forces users to guess the exact name, browse long lists, or abandon the form, leading to poor user experience, increased submission errors, and support triage delays.

below is the more description 

Given I am on the Report an Issue catalog item
And the Application/System Affected field is focused
When I type any part of a valid application name (e.g., “port” for “Customer Portal”)
Then the field displays search suggestions containing matching applications
And the match is case-insensitive
And suggestions show the display name (and optionally short description).
 
2 .Given an application named “Order Management System”
When I type “manage”
Then “Order Management System” appears in suggestions (partial contains match)
And when I type “ord”, it also appears (partial starts with match).

below screen shot i have performed in My PDI:
MounikaB1_1-1767785849056.png

there are ci names are available contain "SO" above variable type is reference, but in suggestion is not coming related name
2.screen shot2 selected variable tyoe is look up select box.

MounikaB1_2-1767786086424.png

i can see suggestion when i have selected the variable type is lookup select box.
I want to see the suggestion same as above screenshot when i have select the field type as reference





 

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3 REPLIES 3

Anand2799
Kilo Sage

Wednesday

Hi @Mounika B1,

 

Reference fields in ServiceNow do not support the contains query by default. Instead, they use a startswith search to filter records.

 

Refer below threads:

Performance Hacks: Reference Fields (4 of 4) Conta... - ServiceNow Community

Solved: How to Get search results with contains for Refere... - ServiceNow Community

 

Note:

Disabling the startswith behavior is not recommended, as it applies instance-wide and can negatively impact performance.
If users need a "contains" type search, suggest using a wildcard (*) before the letters in their search term.

 

Thanks

Anand

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Mounika B1
Tera Contributor
In response to Anand2799

yesterday - last edited yesterday

Hi Anand,

 

Thanks for quick repones, 
If i want to go with customization means how can i achieve this ,without using a wildcard (*).
If i go with user preference, how to do , what changes will happen.
Need your inputs to achieve this requirement, if i make OOB property to false what changes will be occur.
I want another thing what is count limitation for reference field type and lookup select box limitation, we get the information about the type limitations.

Thanks,
Mounika B

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Anand2799
Kilo Sage
In response to Mounika B1

yesterday

Hi @Mounika B1 ,

 

The following steps you need to follow to enable contains search on a table:

  • Disable the system property glide.ui.ref_ac.startswith.
  • Go to User Administration → User Preferences.
  • Create or edit the preference <table>.autocomplete.contains (replace <table> with your table’s name).
  • Set its value to true.

You can go through this article for detailed explanation on how this works.

 

If this helps you resolve your query mark this as helpful/correct.

 

Thanks

Anand

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