Displaying the display value instead of sys_id for reference variables in request items

[Kristian Johns3]

We have a catalog item that creates a request item uses two variables that refer to extended cmdb table fields. In the request item, the variables are displaying as sys_ids. Is there any way to display the display value? Setting the field's display value to true has no effect.

[Kristian Johns3]

This makes the variable readable on the RITM, but it breaks the workflow, which is expecting a sys_id. The value of the field should be sys_id. It just needs to display the name of the CI.

[sachin_namjoshi]

You need to update your workflow script to lookup sys_-d.

Regards,

Sachin

[Kristian Johns3]

Gross.

That seems pretty kludgy but it will probably work. Thanks!

[Johnnie O_]

Apologies, I just saw your responses, please see below, my initial response was not correct.

Set lookup value to SysID and lookup label to the name of the field you want to display.

[Kristian Johns3]

Thanks for the reply. Unfortunately that is how it is configured. On the catalog item and the service portal, the names of the data center and the room display properly. It's only when the variables are displayed on the RITM where the issue occurs. And capitalizing name to Name would break the variable as well.