Reference fields (i.e. caller_id, assigned_to, etc.) are showing empty/blank value even though there is a value saved - Support and Troubleshooting

Reference fields (i.e. caller_id, assigned_to, etc.) are showing empty/blank value even though there is a value saved Issue Reference fields (such as caller_id and assigned_to fields on an incident record) are showing empty/blank value even though there is a value saved/populated.

An example of the issue:

Form:

List:

Cause A specific field on the table being referenced is being used as the display column that the referenced record does not have a value of.

For example, caller_id field references sys_user table. The field being used as the display value on sys_user is "company". If the record being referenced by the caller_id does not have a "company" populated then the caller_id field will display empty/blank instead.

Resolution Navigate to the referenced table (i.e. to sys_user table for the caller_id or assigned_to field) dictionary entries and set the desired display value (or unset the undesired column being used as display value: Display = false)

Visit the following documentation for more information:

Display values