When using a reference field with autocomplete, a result popup window below the field displays an invalid link with the text Showing 1 through 15 of ... at the top of the possible matches list.

When hovering over this text, the cursor changes to a pointer, indicating that it is a link, but clicking it results in no action.

Steps to Reproduce

  1. Log in to any demo OOB instance.

  2. Open an existing incident or create a new one.

  3. Make sure the form displays the Caller reference field with the auto-complete option correctly set.

    If the form is not in that state, personalize the form layout and the field dictionary as needed. For information, see Personalizing Forms and Auto-Complete for Reference Fields in the product documentation.

  4. Start typing in the caller_id field.

    Note the invalid misleading link on top of the listed resulting matches. This link should click into the list view for the search results.



After carefully considering the severity and frequency of the issue, and risk of attempting a fix, it has been decided to not address this issue in any current or future releases. We do not make this decision lightly, and we apologize for any inconvenience. If you have any questions regarding this problem, contact ServiceNow Customer Support.

Related Problem: PRB645578

Seen In

SR - ITOM - CMDB CI Class Models - 201908
SR - ITOM - Discovery and Service Mapping - 201908

Associated Community Threads

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Article Information

Last Updated:2019-09-05 16:30:39