field value does not stick to variable

[El Cuchi]

hi all,

i hope everyone is ok.

i created a catalogue item that has several variables. Specifically has 4 variables as follows

- application name. Reference to business application table

- platform manager. reference to user table

- business owner. reference to user table

- service manager. reference to group member table.

When the user creates a request via SP selects a business application first. Based on the selection the other fields are auto-populated if a value exist in the business application form. Else, users can select from the drop-down list.

Problem

Users select the business application and all values are auto-populated, however, when i open the ritm or catalogue task the only field that is not showing a value is service manager.

why?

regards,

Max

[Tai Vu]

Hi @El Cuchi 

It looks like you may have a Client Script or UI Policy that applies on Requested Items and applies on Catalog Tasks, managing the visibility and mandatory settings of the fields. And seems that the "Clear value" action might be causing a conflict when the E2E Service Manager field becomes visible,

Let's review your UI Policies and Client Scripts associated with this field to check for any conflicts that might be causing the value to be cleared when the form loads.

Cheers,

Tai Vu

[sejal1107]

Hi @El Cuchi ,

Please check dictionary entries of the table if there is at least one field on the group member table where display is set to true. If not please mark display true for field 'user'

or 

Please check this KB once if it helps you.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0746243

or as @Tai Vu  said there can be UI policy or client script which is clearing value for the field

Please mark helpful if it helped solving your query

[El Cuchi]

the user field in the group member table is set display true.

i check all ui policies and nothing is clearing its value.