Custom Lookup missing "Area" and "Reference Type" selectors on creation

[Berto2002]

I watched the video and read the Document (Service Manager Configuration Guide - Custom Lookups). My user account has Service Desk Admin.

I see this when creating my first test custom lookup:

But the resources suggest I should also see these two fields:

So when I create a custom lookup it seems to default to Freetext:

On adding records, Reference is not a drop-down as suggested (docs state "Reference. This dropdown provides you with options of the reference type specified in the Custom Lookup. For example, if you specified a Service Catalog Item, the dropdown will display a list of your catalog items":) and the selector for the areas available looks different from the video. The video shows a drop-down of these "entities" but in my instance they are all displayed as below.

 

 

[AlexTumber]

@Berto2002 thanks for your post.

There were a couple of elements that were temporarily removed from custom lookups in the period between when the video was recorded and when the service manager update was pushed live yesterday afternoon. These will be added back in as part of upcoming service manager updates.

Alex

[Berto2002]

OK so you're saying it is right that there is no option to select Area (I guess default to workflow) or Reference Type (always creates as freetext).

[AlexTumber]

Yes we felt it was inefficient to ask users to select values where there was only a single option to select (at this time).

[Lee C]

Hi

I have watched the video for custom lookups and the options Joel presents on his screen below i do not have the area and reference type field, the 2nd screenshot shows the options i get, any ideas why i am missing these 2 options? i have the service desk admin role

Not sure if something is going on with our hornbill permissions in my organisation as a lot of us just seem to be missing certain things or we can do basic things like assign roles to staff anymore despite us being full admins.

[Steve Giller]

@Lee C I've merged this with the existing post - please see the answer above.

[Lee C]

Thanks @Steve Giller do you know when the next service manager update is that will fix this?

[Steve Giller]

@Lee C There is no fix required - there is only one option available so there is no requirement to display the dropdown.

When additional options become available the the ability to select them will be displayed.

[EWA]

Has anyone @Berto2002 workout on how to use the Free text reference? 

[Berto2002]

I have not yet gone further with this function. My first planned use case was to use it for entirely bespoke reasons, not related to setting any of the pre-allocated artefacts like impact, team, priority, etc. I was hoping to be able to relate any two values in a look-up. My use case was that if it's January, to set a value to February and so on; but the feature is not designed for this it seems.