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.

[mejiaj]

We were also having this issue on one of our variables. This variable had a catalog client script attached to it. The UI Type of this script was set to 'All', but when changing it to 'Mobile/Service Portal', the variable began to come over to the RITM. Hope this helps someone.

[Chiranjeevi Go1]

Has anyone had any luck with this?

[keithgagne]

We just went live with Service Portal this week.  We have had one report of this issue so far.  I have not tried the fix suggested by Scott Paterson yet.  I am waiting to see if there are more occurrences of the issue.  The article also notes this is an issue with Kingston, but we are on Jakarta.  I can confirm it happens on Mandatory fields but cannot replicate the issue.  I will post an update once I know more.

[quoccsc]

I had similar issue, and found where the problem is.

I created a Variable Set, and add a Variable in it. The Variable set name and Variable name is the same (e.g: purchase_reason).

The variable value shown in RITM is always empty.

I changed the variable name to make it different and it worked.

[midjoule]

I confirm that changing the variable set name or the variable name is fixing the issue. I changed the variable set name in my case, and then the value of the variable was correctly saved in the RITM. Thanks for the suggestion.