ServieNow Incident creation not populating fields or fields are grayed out?

[javyermty19]

Hi All,

looking forward to everyone's input on this, Configuration for incident creation or self service incidents via servicenow > create new or self service is not populating configuration item even after entering the correct ci, it shows the ci but once i click save it saves and creates the ticket but the configuration item stays blank or grayed out, same issue with other fields, how do i fix this? 

[FlorenceG]

---

@javyermty19 wrote:

Hi All,

looking forward to everyone's input on this, Configuration for incident creation or self service incidents via servicenow > create new or self service is not populating configuration item even after entering the correct ci, it shows the ci but once i click save it saves and creates the ticket but the configuration item stays blank or grayed out, same issue with other fields, how do i fix this?  HealthCareGov

---

Hello,

It seems you’re encountering an issue where the “Configuration Item” field isn’t populating correctly in ServiceNow when creating incidents or self-service tickets. Let’s troubleshoot this! Here are some steps to consider:

Dictionary Overrides:
Check if there are any dictionary overrides on the TASK table (where incidents, problems, and requests are extended from). These overrides might affect field behavior.
Ensure that the DICTIONARY OVERRIDES related to the “Configuration Item” field are set to FALSE. If they were previously set to TRUE, changing them to FALSE might resolve the issue1.
Permissions and Sharing:
Verify that you have the necessary permissions to populate the “Configuration Item” field. Ensure that you have write access to the field.
If you’re sharing the incident with others, confirm that they also have the appropriate access level to populate the field.
Data Population Rules:
Check if there are any data population rules or business rules affecting the “Configuration Item” field. These rules might be preventing the correct population.
Review any scripts or conditions associated with the field.
Category Field:
Understand how the “Category” field is generated for configuration items. Sometimes issues with the “Category” field can impact related fields like "Configuration Item"2.
Investigate if there are any inconsistencies or misconfigurations related to the category.
Debugging and Logs:
Enable debugging or logs in ServiceNow to capture any errors or warnings related to the field population.
Review the system logs for any relevant messages during the incident creation process.

Hope this will help you.

Best regards,

FlorenceG