Q: What causes getDisplayValue Returning Empty String in ServiceNow?

Missing choice field label in sys_choice table — Navigate to sys_choice.list and filter by the table/field in question. Look for the stored value - if it exists but has a blank label, or the choice doesn't exist at all, getDisplayValue() returns empty string. Reference field points to deleted or invalid record — Check the referenced table directly using the sys_id stored in your field. The record may have been deleted or the display field on the target record is empty or null. Calling getDisplayValue() on unqueried GlideRecord — Verify your business rule calls gr.get() or gr.query()/gr.next() before accessing field values. Check if you're working with a new GlideRecord() that hasn't been populated with data yet. Display field configuration issue on reference table — Open the dictionary entry for the referenced table and verify the 'Display' checkbox is set on the correct field. If the display field itself is empty on target records, getDisplayValue() returns blank. ACL restrictions preventing read access to referenced record — Check table ACLs on the referenced table. User context in business rule may lack read permissions to the target record, causing getDisplayValue() to appear empty even with valid reference.

Question 1

What causes getDisplayValue Returning Empty String in ServiceNow?

Accepted Answer

Missing choice field label in sys_choice tablehigh likelihood

Navigate to sys_choice.list and filter by the table/field in question. Look for the stored value - if it exists but has a blank label, or the choice doesn't exist at all, getDisplayValue() returns empty string.

Reference field points to deleted or invalid recordhigh likelihood

Check the referenced table directly using the sys_id stored in your field. The record may have been deleted or the display field on the target record is empty or null.

Calling getDisplayValue() on unqueried GlideRecordmedium likelihood

Verify your business rule calls gr.get() or gr.query()/gr.next() before accessing field values. Check if you're working with a new GlideRecord() that hasn't been populated with data yet.

Display field configuration issue on reference tablemedium likelihood

Open the dictionary entry for the referenced table and verify the 'Display' checkbox is set on the correct field. If the display field itself is empty on target records, getDisplayValue() returns blank.

ACL restrictions preventing read access to referenced recordlow likelihood

Check table ACLs on the referenced table. User context in business rule may lack read permissions to the target record, causing getDisplayValue() to appear empty even with valid reference.

Question 2

How do you fix getDisplayValue Returning Empty String in ServiceNow?

Accepted Answer

How to fix it First, verify what value is actually stored by logging gr.fieldName.toString() or gr.getValue('fieldName') to see the raw stored value. If it's a choice field, navigate to System Definition > Choice and filter: Table = your table name, Element = your field name, Value = the stored value. If no choice record exists, create one by clicking New and filling: Table, Element, Value (exact match to stored value), and Label (what you want displayed). If choice exists but has blank Label field, edit the record and populate the Label field with the desired display text. For reference fields, copy the stored sys_id and navigate directly to the referenced table (e.g., if it's a user reference, go to sys_user.list and search by sys_id). If the referenced record doesn't exist, either restore it from the recycle bin (System Administration > Recycle Bin) or clear the reference field value. If record exists but display field is empty, identify the display field by going to System Definition > Dictionary, filter by the target table, and find the field with Display = true. Either populate the display field on the target record or change the display field to a field that has values (edit the dictionary entry and move the Display checkbox). For business rules on new records, ensure you're in after timing and the record has been saved, or use current.field_name.getDisplayValue() instead of a separate GlideRecord query. If using a separate GlideRecord in your business rule, always call gr.get(sys_id) or gr.query(); gr.next() before accessing field values.

Question 3

How do you prevent getDisplayValue Returning Empty String in ServiceNow?

Accepted Answer

Always validate choice field values exist in sys_choice before using them in business logic - create a script to audit missing choice labels across your instance. Implement data integrity checks before allowing record deletions on frequently referenced tables like sys_user or cmdb_ci. Use gr.isValid() or gr.isValidRecord() checks in business rules before calling getDisplayValue() on GlideRecord objects. Set up ACL debugging (set glide.security.ui.access_debug_log=true) to identify permission issues that cause empty display values. Create before-delete business rules on core reference tables to prevent orphaned references or automatically clean up dependent records.

getDisplayValue Returning Empty String in ServiceNow

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