Incident Sub-category choices comes in ''Blue'' in list view after creating incident from Portal.

[b__AshwiniP]

Hi All,

When we try to create incident from Service Portal using 'Create Incident' record producer, the given attached screenshot behavior Subcategory column shows Blue text/Additional choice in list view of Incident table.

We have mapped Subcategory variable with Subcategory field of Incident table.

This happens even if an End user or an ITIL agent creates an incident from Portal, but not when Admin user creates it from Service Portal.

Insights:- 

We have a variable called Subcategory which is dependent on Category and choices of this variable are populated using the catalog client script and have used the addOption() method to populate the choices of Incident table's and element 'Subcategory' from 'sys_choice' table.

If anyone came across such behavior then please let me know where I went wrong.

Note - Our instance is Domain separated instance.

Please help me in this, thanks in advance.

#incident #serviceportal #multidomain #portal 

[Mark Manders]

The blue text means that you have put in an option that is not a valid option in the choice table for this element. Not valid can also mean 'inactive'. Can you check on the choice shown on the form. How does that look on your sys_choice table?

[Sid_Takali]

Hi @b__AshwiniP Refer this KB Article https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0683256#:~:text=Cause,This%20....