Reference search is not loading Service Portal in Madrid. This issue is observed intermittently. This issue is not observed in London instances.

Steps to Reproduce

  1. Log into Madrid instance
  2. Update reference qualifier of alm_asset table's Parent field to simple.
    • Assets table has 2k records to enable all records remove ref qualifier
  3. Open any record of alm_hardware table in service portal view.
    URL: http://<madrid-instance-name>/sp?id=form&table=alm_hardware&sys_id=00a96c0d3790200044e0bfc8bcbe5dc3&view=portal
    Replace 00a96c0d3790200044e0bfc8bcbe5dc3 with records sys_id
  4. Click on parent field and type "Apple MacBook"
  5. Displays "Searching...."


  1. Import the attached xml for UI Script which overrides the spReferenceElement directive (Name : Workaround UIScript.xml).
  2. Go to the widget(Form/ SC Catalog item/ customized version of widget being used) record where the issue occurs.
  3. From the Dependencies related list of the widget, click on New to create new Dependency with name PRB1321470 workaround (any name can be used) and save the record.
  4. On this widget dependency record, under JS Include related list click on New and enter the below details :

                 Display name : any

                 Source : UI Script

                 UI Script : reference this to the UI Script imported in Step 1.

Submit the record.

NOTE : Please make sure to remove the workaround once upgraded to New York/Madrid Patch 3, where the fix is available.

Related Problem: PRB1321470

Seen In

There is no data to report.

Fixed In

Madrid Patch 3
New York

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-05-03 10:20:13
workaround UIScript.xml