What is the difference between getValue() and getDisplayValue() in GlideRecord?

Why This Comes Up in Interviews

This is one of the most frequently asked questions in ServiceNow interviews at all levels. It tests whether you understand how ServiceNow stores data vs how it displays data — a critical distinction that causes real bugs.

The Core Difference

• getValue() — Returns the raw value stored in the database (internal value)
• getDisplayValue() — Returns the human-readable value shown to users

Where They Differ

var gr = new GlideRecord('incident');
gr.get('number', 'INC0010001');

// REFERENCE FIELDS (biggest difference)
gr.getValue('caller_id');         // '6816f79cc0a8016401c5a33be04be441' (sys_id)
gr.getDisplayValue('caller_id');  // 'John Smith' (display name)

// CHOICE FIELDS
gr.getValue('state');             // '1' (internal number)
gr.getDisplayValue('state');      // 'New' (label text)

gr.getValue('priority');          // '1' (internal number)
gr.getDisplayValue('priority');   // '1 - Critical' (label text)

// DATE/TIME FIELDS
gr.getValue('opened_at');         // '2026-03-15 14:30:00' (UTC, internal)
gr.getDisplayValue('opened_at');  // '2026-03-15 09:30:00' (user's timezone)

// STRING FIELDS (no difference)
gr.getValue('short_description');        // 'Server is down'
gr.getDisplayValue('short_description'); // 'Server is down'

Why It Matters

• For comparisons, always use getValue():

  // WRONG — display values can change with language settings
  if (gr.getDisplayValue('state') == 'New') { ... }
  
  // CORRECT — internal values are consistent
  if (gr.getValue('state') == '1') { ... }

• For displaying to users, use getDisplayValue():

  // For messages, emails, notifications:
  gs.info('Assigned to: ' + gr.getDisplayValue('assigned_to'));
  // Shows: 'Assigned to: Jane Doe' (not a sys_id)

• For integrations, use getValue():

  // External systems need consistent, language-independent values
  var payload = {
    state: gr.getValue('state'),           // '1' — always the same
    assignee: gr.getValue('assigned_to')   // sys_id — stable reference
  };