Lookup Search Filter Functionality Customization Issue in Service Desk

Products

• CA Service Management - Service Desk Manager
• ServiceDesk
• CA Service Desk Manager

Issue/Introduction

In some cases, when changing a lookup search filter value, the filter doesn’t update properly, causing visual and functional problems.

Steps to replicate:

1. Open any list with a Lookup filter. In this example, I'll work with the Configuration Item list.
2. Show Filter, then select a Lookup field, for example, "Family". Type in “Computer” (or any family with existing results). Click on the item in the dropdown list, or select it in the popup window, then hit Search.
3. Show Filter again, MANUALLY clear the Lookup field, then start typing in another value, e.g., "Projects". Do NOT select it like previously, but hit Enter immediately (or click on Search before losing focus from the lookup field to anything else) to Search.
4. The result list still contains records with the first filter, but if you click Show Filter again, it looks like it searched for the new filter value. Hitting Search again still keeps the first filter value.
   The problem can be seen in the request Payload: the QBE.EQ.family parameter stays the same (code for Computer) but changes only in the XTRA_QBE parameter (QBE.IN.family.sym=Projects).

Further Comments:

1. The problem persists even after manually emptying the lookup filter. First, we need to select a new value from the dropdown or popup to remove the first filter chosen, and then the emptying works again. The Clear Filter button also works.
2. This works slightly differently with Contacts. It also keeps the *_lname parameter (e.g., in CI list: resource_contact_lname). It is a bit harder to replicate: you need to put a % character at the end of the search value. Without the %, it keeps opening the popup window to select the Contact.

Environment

CA Service Desk 17.3 and 17.4

Resolution

Following the steps described above, the problem can be reproduced.  However, adding one extra step helps it to work as expected.

Step 3 tells us to show the filter again, MANUALLY clear the Lookup field, and then start typing in another value, e.g., "Projects." Do NOT select it like previously, but hit Enter immediately (or click on Search before losing focus from the lookup field to anything else) to Search.  Those exact steps produce the result you report in step 4.  But, if you add the extra click to select it from the dropdown, the search works correctly.

This is working as originally designed.  The extra click to select the value you're typing in is required to get the correct result from the search.