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.

[Anirban Roy]

It worked.

Thanks.

[Anirban Roy]

Hi,

This is a platform level bug. This generally happens when you manipulate that variable inside any script.

We also faced this and we added a ridiculous fix 😄

We just did reset the variable value back to the same variable. Its like LHS = RHS.

Hope, Servicenow adds a permanent fix to the issue.

If I have answered your question, please mark my response as correct answer so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Regards,
Anirban