Entered Requested Item variable values are empty in sc_item_option_mtom

[SNOW User8]

Hi All,

We have created service catalog request with few variables. When users submit the form with values it will create a new request & entered values will be populated under requested item variables.

Now we are facing few issues like the entered values are empty in RITM variables. We have put some logs in OnSumbit catalog item script to find out the root cause.

And today we analysed that the log has values but RITM variables are empty.

So that I have checked the OOB table 'sc_item_option_mtom ' which stores the RITM variable values   & it's values are empty for that variables.

I want to know which one is causing this issue. Because, the table 'sc_item_option_mtom ' is the OOB table in servicenow to save all requested item variable values . But some time the entered requested item variable value are empty in that table.

Please help me,

Thanks in advance,

Anna Silva.

[Ankur Bawiskar]

Hi Anna,

Did you check any business rule which might be running on the sc_req_item table which was accidentally inactivated or some one updated the out of box code.

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.

Thanks

Ankur

[SNOW User8]

Hi Ankur Bawiskar,

I have checked all BR which is running on sc_req_item. But there is no recent update on the out of box code. It is happening recently in our instance & not for all request

[Ankur Bawiskar]

Hi Anna,

Is it happening for specific catalog items or for all of those present in the system?

Regards

Ankur

[SNOW User8]

Hi Ankur Bawiskar,

Thanks for your response.

It is happening for specific catalog item only.