If you specify that a text field is a suggestion choice method and then personalize/configure the choices for that field in a top level domain, children of that domain cannot see the choices.

Steps to Reproduce


  1. Activate domain separation if it is not already enabled.

    For more information, see the product documentation topic Domain separation.

  2. Configure the following domain properties:

    • glide.sys.domain.use_record_domain = false
    • glide.sys.domain.use_record_domain_for_client_scripts = false
    • glide.sys.domain.use_record_domain_for_data = true
    • glide.sys.domain.use_record_domain_for_processes = true
  3. Load in the attached choice list entries.

    Only four example choices exist in the TOP domain and live on the Comments field in incidents.

  4. Navigate to Incident > Open and select any incident.

  5. Right-click the Additional Comments (customer visible) field label and choose Configure Dictionary.

  6. In the Choice List Specification tab, set the Choice value to Suggestion and click Update.

  7. Impersonate ACME ITIL (in the TOP/ACME domain).

  8. Navigate to Incident > Create New.

  9. Click the Suggestion icon (lightbulb) to the right of the Additional Comments (customer visible) field.

    Note that there are no records from which to select, although there should be four.

  10. Assign the ACME company to the record and save.

    This action ensures that the record is in the TOP/ACME domain.

  11. Click the Suggestion icon again.

    Note that there are still no records to pick from.




Create the same choices in the other domains as well to ensure that they appear in the response list.

Related Problem: PRB642570

Seen In

Fuji Patch 6
Geneva Patch 7
Helsinki Patch 6

Fixed In


Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:33:36