Catalog Variables Not Displaying Data in Reports

[Ya_Ga]

Hi,

I have been trying to build a report on the "sc_req_item" table to display one of the variables from the catalog item associated with that RITM. Following the instructions in the ServiceNow documentation, I added the "sc_req_item" table to the report, then went to "Choose Columns" and selected the variables [+] icon to add my catalog item. This opened all the variables from my catalog item, and I dragged the relevant variable to the right.

When I ran the report, I could see the columns listed, but the values for the variables were missing. To confirm whether any data had been entered for these variables, I opened the RITM itself and checked the Variables tab. Surprisingly, all the empty columns in the report actually have data in those fields in the RITM.

I am unsure why this behavior is occurring. I am confident that I selected the correct catalog item and variables since I used the sys_id. What's puzzling is that this issue is only happening on my company instance. When I follow the same steps in my PDI (Personal Developer Instance), it works as expected.

Any insights into this issue would be much appreciated.

Thanks!

[Dr Atul G- LNG]

Hi @Ya_Ga 

The reason can be some ACL blocking it on report level. Please check. Try with other user and also try cache.do

[Ankur Bawiskar]

@Ya_Ga 

Is it showing empty for admins or non-admins?

If it's showing values for admin then ACL issue for non-admins

Create a new ACL for these 2 Operations (read and report_view) on question_answer table with your snc_internal role or your required role

question_answer -> this table holds the variable information

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ya_Ga]

Hi @Ankur Bawiskar, @Dr Atul G- LNG 

Thank you for your insights on this.

I am using my admin rights to fulfill this request, and I see that I have the two ACLs you mentioned on the question_answer table. However, I still cannot see the data in the list report, although I can see it at the RITM level.

Do you have any thoughts on this?

Thanks!

[Dr Atul G- LNG]

Hi @Ya_Ga https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0826409