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"Add/Remove Multiple" Icon Missing for Glide List Fields on New Records - Known Error
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KB0540964

"Add/Remove Multiple" Icon Missing for Glide List Fields on New Records


4619 Views Last updated : Jul 9, 2025 public Copy Permalink
KB Summary by Now Assist

Description

The "Add/Remove Multiple" icon (used for glide_list fields) does not appear on new records. It only becomes visible after the record is saved.

Steps to Reproduce

When creating a new record and using a glide_list field (e.g., a reference list to another table), the Add/Remove Multiple button will not display. This can cause confusion, as the icon appears correctly on existing records.


Steps to Reproduce

  1. Log in to a demo or test instance.
  2. Navigate to Incident > Create New.
  3. Right-click the form header and select Personalize > Form Layout.
  4. Under Create new field, configure the following:
    • Name: Test
    • Type: List
    • Table to reference: Problem [problem]
  5. Click Add and then Save to return to the Incident form.
  6. Observe that the Test field does not display the Add/Remove Multiple icon.
  7. Save the Incident record, then re-open it — the icon will now be visible.

Cause

This behavior is by design across all ServiceNow versions.

When a glide_list field is used on unsaved (new) records, one side of the many-to-many relationship has not yet been defined — the new record does not yet exist in the database. Displaying the Add/Remove Multiple button at this stage would risk creating broken associations or data inconsistencies.

Resolution

There is no defect. This is expected behavior to ensure data integrity.

Workaround

To enable the Add/Remove Multiple icon for glide_list fields:

  • Save the record first, so the current record is created and has a valid sys_id.
  • Once saved, the icon will automatically appear.

Additional Notes

  • This applies to all list-type fields referencing another table (glide_list).
  • Related many-to-many (m2m) relationships require both sides of the relationship to be defined in the system before manipulation is allowed.

Related Problem: PRB607065

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