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Description

When having a list that contains E164 formatted values for phone numbers, the filter only accepts values that are without blanks.

Steps to Reproduce

  1. Create a column on the [incident] table called as phone_number which is of type Phone Number (E164)
  2. Now go to the [incident] form and configure this field in the list and form layout.
  3. Enter the Values phone_number for 3 or 4 incidents.
    Example : Choose country as Netherlands and Enter +31623947387 , +31623947388 , +31623947389 as some phone numbers on different incidents.
  4. Because of the field type, the format will be corrected by the system and you will see them as follows:
    +31 6 23947386 , +31 6 23947388 , +31 6 23947387
  5. Now in the list view, search for these numbers > nothing is returned.
    URL samples:
  6. Use the following URL:
    https://yourinstance.service-now.com/incident_list.do?sysparm_query=phone_numberLIKE%2B31%206%2023947386
  7. Nothing is returned.
  8. Remove the %20 (replacement for a space in the URL):
    https://yourinstance.service-now.com/incident_list.do?sysparm_query=phone_numberLIKE%2B312062023947386
  9. The phone nunber is found.

Workaround

This is expected behavior and by design in all currently supported releases.


Related Problem: PRB1244654

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Article Information

Last Updated:2019-07-03 01:16:44
Published:2019-07-03