ServiceNow: Stop or restrict the record from saving when Reference icon is clicked

In ServiceNow, when user clicks on Reference icon, for e.g. on Asset related interface, just to see the referred record, for e.g. Configuration Item, it redirects the user to the interface of referred record. Having said this, if user again navigates back to the Asset interface, auto save for Asset record is triggered even though no field modification is done on either interface. This type of behavior is often seen for Reference icon click in ServiceNow. This creates unintended confusion of record being modified by user who just tried to view records (for e.g. Asset to Configuration Item record navigation).

In this scenario, there is no way to stop the update action once it is initiated on Reference icon click. We can’t call autoSysFields(false) for current record in any business rule and expect to stop the update of audit fields like Updated and Updated By. Because autoSysFields(false) is called before update action is initiated.

If the root cause of update action is known, then as a workaround, if possible, that logic can be tried to shift from client script to business rule in ServiceNow. For e.g. if u_view field is set in any client script for OnLoad event, every time it set the value of u_view field which in turn mark the current record to modified status. This initiate the update action when Reference icon is clicked for any referred record. It tries to first update the current Asset record and then navigates to interface of referred record. In this case, it looks like user has not modified any field and auto save has been triggered on Reference icon. To avoid the update action in this case, client script logic can be moved to a business rule.

For example below script can identify the view name in business rule (before update), if view name is needed internally for some business logic.

var transaction = GlideTransaction.get();

var viewName = transaction.getRequestParameter("sysparm_view");

Once view name is identified, it can be used for desired purpose and client script just to set value of  u_view field can be deactivated and tested. If no auto save trigger on Reference icon click, then it means the issue has been addressed. If not, then it means some other field also changes internally which in turn trigger update action. Sometime it is not known which field value changes internally. In that situation below script can be used in business rule (before update).

var actionName = action.getActionName();

gs.addInfoMessage('Action performed: ' + actionName);

if (actionName == 'sysverb_check_save'){

    if (typeof GlideScriptRecordUtil != 'undefined')

       var gru = GlideScriptRecordUtil.get(current);

    else

       var gru = Packages.com.glide.script.GlideRecordUtil.get(current);

    var changedFields = gru.getChangedFields();

    gs.addInfoMessage('Fields changed: ' + changedFields.toString());

}

Above code patch will provide the list of fields modified for which update action initiate on Reference icon click. For e.g. Some financial field like ‘Cost’ on Asset side, which stores value in currency is initialized at runtime. By default its value is blank. When form is loaded, its value is changed to ‘$0.00’ which marks the current record has been modified. In such scenario, those can be updated with default value as ‘$0.00’ for blank in existing records and at table level such field can be set to default value as ‘$0.00’ so that it is not blank at the time of record creation. Once this activity is addressed, try to test and see if Reference icon click trigger update action.

If it is not possible to move any field logic from client script to business rule, then it is not possible to avoid the record save on Reference icon click. As an alternate option, users can be notified that some fields on the interface has been modified by validating g_form.modified in onSubmit event for actionName == 'sysverb_check_save' and provide an appropriate message by returning false. That will cancel the update action on Reference icon click. But it will also stop the user from navigating to the interface of referred record.

Otherwise glide.ui.reference.readonly.clickthrough property value can be changed in UI properties, if business users have no issue to have the impact on all interfaces wherein Reference icon no longer appear.

Another workaround is to change glide.ui.clickthrough.popup property to open a new tab every time user click on Reference icon (instead of opening the referred record interface in same window). However this change will apply to all interfaces and Reference icon will also appear in different way.