Service Portal does not apply altered reference key of the Reference field

This issue only happens in Service Portal.

Steps to Reproduce


1. Log in as admin and add a Dictionary Entry for the [sys_user] table:

{'Column label': 'Test refKey', 'Column name', 'u_test_refkey', 'Max length': '100', 'Type': 'Reference', 'Reference': 'User', 'Reference Key': 'email' }

2. Navigate to 'sys_user.list' and select a user record you can test on, i.e. demo User ID = 'abel.tuter'.

3. Select 'ITIL User' for its related 'Test refKey' field.

4. Open the browser console and type 'g_form.getValue('u_test_refkey')' to inspect its value (i.e. 'itil@example.com'), which is the email address of the ITIL User.

5. Within the User form select 'incident' for the 'Table' field and load $scope.data. Observe the value of 'u_test_refkey' is not the reference field key "itil@example.com", but the sys_ID of the ITIL User.


This problem was fixed in Madrid. There is no workaround applicable. Please review the Fixed In section to determine the latest available patch your instance can be upgraded to.

Related Problem: PRB1277412

Seen In

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Fixed In


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Article Information

Last Updated:2020-11-16 04:04:00