Mapping Field values from Customer Case To Incident Record

[Rohit Singh]

I have Created a Custom Field of type Choice in Task Table (Named as: Application Name) and using it in Incident and Case Form. I have a record producer for Creating a case from where my custom field "Application Name" is getting the value. Now I have a flow for creating an Incident once the case is created and mapped the Incident Field "Application Name" with Case Record field ("Application Name") value. However in the Incident record it's generating a duplicate temporary choice value. How can I fix it? Please refer incident form Choice field with duplicate drop down.   

[Rajesh Mushke]

Hi @Rohit Singh,

Refer to this KB from ServiceNow, you might need to follow the same instructions given in the KB article:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0817494

[ersureshbe]

Hi,

Hello, could you please provide the database value for VNSP? The current screenshot shows the display value in the dropdown menu. When mapping the application name according to the script, are you utilizing the database value of the selection? Please ensure you use it, as this should resolve your issue.

[Rohit Singh]

Hi There, 

I am using flow designer to map the Field Value. Please refer the screen shot.

[Aniket Chavan]

Hello @Rohit Singh ,

I reviewed your query and took a close look at the issue. Based on your description and the attached screenshot, it seems like there could be a mismatch in the value mapping between the "Application Name" fields in the Case and Incident records.

Here’s what I suggest:

• Check the Mapping in Flow Designer: Ensure that the mapping for the "Application Name" field between the Case and Incident is correctly configured. Double-check that the value for the "Application Name" choice in the Case record matches exactly with the corresponding choice in the Incident form.
• Verify Choice Values: Confirm that the backend values (not just the labels) for the choice "VNSP" in both the Case and Incident forms are exactly the same. If there’s a discrepancy between the two, ServiceNow may treat them as different options, which can lead to the duplicate temporary choice value issue you’re seeing.

If you've verified that the backend values match and you're still encountering this issue, let me know. We can then explore other potential causes to resolve it.

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Regards,
Aniket