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,

If it is happening for specific catalog item then it seems not out of box issue but something to do with the catalog item itself.

Regards

Ankur

[Sandeep132]

Hi,

Did  you figure out the reason for this. This is happening for our catalog item as well for few users. They are able to submit a form but some of the mandatory values are not getting captured.

Thanks.

[Scott Paterson1]

Hello Anna,

Our organisation has been suffering from this issue too.

We first started to get reports in April. The issue is across different catalogue items. Some items are simple and have none or limited UI Policies, scripts and some items are complex with multiple variables.  There is no pattern in the timing of when the issue occurs. There is no pattern in the type of roles that the requestor has. In summary, it occurs randomly against multiple catalogue items

The issue for us is occurring for items requested via the Service Portal.

The widget that the requestor is using is our own widget that simply embeds an out of the box ServiceNow widget.

We have engaged ServiceNow support but because they are unable to reproduce the issue they are not able to provide any useful response apart from advising us to remove the widget that calls their oob ServiceNow widget.

I believe there is a wider problem and will encourage ServiceNow to investigate further.

thanks

Scott

[Chiranjeevi Go1]

Hi Scott, Have you had any luck wtih this one? We also started experiencing the same. Some of the RITMs have the empty variables(which are mandatory variables) and the audit history shows no transactions for this variable which is strange. 

Thanks in advance

[Scott Paterson1]

Hello,

We worked with ServiceNow on this issue.

This article helped: https://hi.service-now.com/kb_view.do?sysparm_article=KB0678900

There were 2 simple changes made: 

1. System property glide.sc.use_sc_form_v2 was set to false
2. The widget on our sc_cat_item page was set to use the OOB widget.

We have not had any reports of blank variables values since.

Thanks

Scott