How to flag a bug

[GuyHome]

I found a bug with variable sets.

Expected behavior: When you change the title, it'll autofill internal_name only IF EMPTY.

Actual behavior: When you change the title, it'll autofill internal_name no matter what.

The expected behavior is documented here. (We can also compare with variables since they share the same behavior)

It reads: "Note: If this field is empty, its value is auto-populated based on the Title field for all variable types except break, container split, and container end."

The root cause is in the autofill client script.

For variables, it checks if "name" is empty and if so autofills "name".

For variable sets, it checks if "name" is empty and if so autofills "internal_name".

Astute observers will have noticed that "name" != "internal_name".

variable sets: sys_script_client.do?sys_id=8bb7b06673220300f49d0690fdf6a760

variables: sys_script_client.do?sys_id=6ec988e05f0013003050802d3f731381

I've tried letting them know through a HI ticket but they keep saying it's expected behavior even though it goes against their own documentation and simple logic.

[James Chun]

Hi @GuyHome,

Good catch! That certainly looks like a defect to me as well.

Likewise, I would have raised a Support case as well but since it's getting nowhere, have you tried escalating it?

Try talking to your Account Manager or someone from ServiceNow.

And did you get a chance to talk to the Product team?

To be honest, since it's a very minor defect (likely to have little impact), I am not sure if this will ever be fixed.

Good luck and hope this gets fixed in the next release/patch!

Cheers

[GuyHome]

Didn't talk to the product team, at least not directly, their support person was doing the communication between us. In the end, they kept saying it's working as expected and will update the documentation. Which imho is wrong and a cop-out.

[Dr Atul G- LNG]

@David @Dan Bruhn 

Possible to redirect this issue to the documentation team.

[Slava Savitsky · Accepted solution]

If technical support says it is working as designed, you should insist on an update to the documentation. Have them open a documentation task and ask for a reference number, so that you can track its status. Alternatively, you can submit feedback directly through the docs website by clicking on the feedback (thumbs up) icon in upper-right corner of the page. That will open a dialog window where you can enter your comments.