Getting empty variables in RITM form

[Ishita Shrivast]

Hello All,

I have created a variable set and few variables in that. Variables are like Requested for, Manager, Location, Department and Company. As you can see , these all are reference type variables. I have created a Script Include and Catalog Client Script to populate these variables based on Requested For selected. Now my script include and client script is working fine and all the values are getting populated, but when I click on Order Now and go to RITM record, except for Requested For variable, none of the variables are getting populated. Because of this, I am not able to create manager's approval through workflow as there is no value in Manager Variable in RITM record.

I have seen some community posts which says variable set's name and variable's name should not be same. And I already have different names for both.

I am attaching an image Of RITM record for reference.

Thanks in advance,

Ishita Shrivastava.

[AbhishekGardade]

Hello Ishita,

Uncheck Applies on Requested Item and catalog task.

Thanks,

Abhishek Gardade

[Ishita Shrivast]

I tried that also, still no change.

[Harsh Vardhan]

do you have any other catalog client script to set the value on those variables ? if yes just for testing can you deactivate it and recheck if its setting or not ? 

also adding one hi article here

https://hi.service-now.com/kb_view.do?sysparm_article=KB0747577

[Ishita Shrivast]

On this particular variable set, I have only one catalog client script, but in my instance I do have some other catalog client scripts which were setting values for manager and department. I deactivated them and then tried ordering my custom Catalog item, but still it's not working.

And this hi article is for portal, but I am trying it in my instance only. Does it have any connection ?

[AbhishekGardade]

have you Uncheck Applies on Requested Item and catalog task?

Thanks,

Abhishek Gardade