Issue in catalog variable value

[Community Alums]

Hi All,

We have a issue in our production instance with new catalog item variable. We have created a custom table for roles in the catalog and made a picklist field for roles to fill up the form. But after the request is submitted, in the backend the picklist doesn't show values selected while submitting the request. In the backend view of request, we can see only None instead of selected value. 

We have tested successfully in dev and test instance and have verified our configuration made. Please find the snapshot of issue we are facing and kindly share us useful information on what could be the reason for this issue?

Note: There is no choice value in custom table "None". Still None is shown in console ticket view whenever end-users are selecting different roles.

Thanks in advance.

[Zach Koch]

To make sure I understand, you have a custom table for the choices that are being used in your variable? If that is the case, your end users may not have the correct roles to see the data from your custom table. They would need to meet the table.none and table.* Read ACLs to see any data from it.

[Community Alums]

Hi @Zach Koch , End-users are able to see and select the values in the picklist and then submit the request. But from console ticket view we see "None" in the picklist field as shown in the above snapshot, we checked in ticket history and saw users selected roles. Only in console ticket view we see "None" instead of value enduser has opted before submitting the request.

[Zach Koch]

Do you have any client scripts or Business rules that are replacing the values after submission?

[Community Alums]

Hi @Zach Koch,

Thank you very much.

We have identified what has gone wrong? Actually a colleague has deleted the roles values in the custom table and uploaded updated roles values in the table. So the requests which were submitted before the values were deleted are showing in console ticket view as "none". We have checked new requests raised after updated sheet is uploaded in custom table are working fine.  

Thanks,

Raja