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Description

Symptoms

Reference (simple) fields incident.caller_id and incident.location are enforcing dependency on core_company after the upgrade and as a result not pulling up any values when you click on the Caller or Location reference popup if the caller is not set to the Company record in the sys_user table or company is not set  in the cmn_location table. 

Release

Madrid

Cause

 There has been a change in Madrid which enforces the dependency between Company/User and Company/Location and other such reference fields

Resolution

In order to resolve this issue. The "Company" field needs to have a value in the cmn_Location record. Similarly, ensure that the Company record that you are associating also has users associated to this company as well so that Caller field is populated when clicking on its reference icon.

Additional Information

Reference Qualifier that evaluates in J versus M is different, Notice the design change for Dependent field to enforce dependency:

MADRID: 
https://ExampleInstance.service-now.com/sys_user_list.do?sysparm_target=incident.caller_id&sysparm_target_value=5136503cc611227c0183e96598c4f706&sysparm_nameofstack=reflist&sysparm_clear_stack=true&sysparm_element=caller_id&sysparm_reference=sys_user&sysparm_view=sys_ref_list&sysparm_additional_qual=&sysparm_dependent=0c441abbc6112275000025157c651c89&sysparm_domain_restore=false&sysparm_domain=09ff3d105f231000b12e3572f2b4775d

JAKARTA Patch 10
https://ExampleInstance.service-now.com/sys_user_list.do?sysparm_target=incident.caller_id&sysparm_target_value=5137153cc611227c000bbd1bd8cd2006&sysparm_nameofstack=reflist&sysparm_clear_stack=true&sysparm_element=caller_id&sysparm_reference=sys_user&sysparm_view=sys_ref_list&sysparm_additional_qual=&sysparm_domain_restore=false

Article Information

Last Updated:2019-08-02 20:38:23
Published:2019-06-30