Auto generated email in servicenow contains two description , from CITM and RITM

Mohankumari
Tera Contributor

3 weeks ago

Hi All,

I have created new catalog item in servicenow in dev instance in yokohama version.

I have two variables created for the form under variable set naming Description and shortDecsription.

 

The issue that I am facing is when I submit the form, in the email generated, I see  Description and shortDecsription that is added in citm before submission and also the  Description and shortDecsription from request item, However in the variables section under request information, I dont see  Description and shortDecsription which is correct.

 

How to hide the one of the Description and shortDecsription from the CITM.

 

I am new to servicenow, hoping to learn from you.

 

 

Thanks in advance,

Mohankumari

 

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pr8172510
Tera Guru

3 weeks ago

Hi @Mohankumari ,

This usually happens because the notification/email template is pulling values from both:

  • Catalog Item variables (sc_item_option / variable set)
  • RITM fields (sc_req_item.short_description and description)
  •  

So the email ends up showing duplicate Description and Short Description values.

Since you already confirmed the variables are not appearing under the Variables section in the RITM, the duplication is most likely coming from the Notification Email Script or Mail Template.

 

Check these places:

Navigate to:

System Notification → Email → Notifications

Open the notification being triggered and check:

  • Message HTML
  • Message Text
  • Email Scripts

You will probably find both:

${variables.shortDescription}
${variables.description}

and:

${number}
${short_description}
${description}

being used together.

 

Keep only one source:

  • either Catalog Variables
  • or RITM fields

Most implementations use:

  • RITM short_description
  • RITM description

and avoid showing duplicate variable values in the email body.

So simply remove the extra variable references from the notification template/email script.

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