Make Catalog variables visible at the variable editor on the case form

[Marko5]

Intro:

With the "CSM integration with Request Management" comes the possibility to connect CSM Cases with Requests. One feature is that a customer can request a catalog item from the catalog, which will create not only a request and requested item, but also a case, which will be the parent of the request.

This is very helpful to use catalog items for customers. 

Problem:

The entered information (as variables) in the catalog item are not visible on the case by default. 

I want to make the variables visible to the CSM agent at the case form.

Normally you would just add the "Variable editor" Formatter to the case form. But even if create the "variables" field on the sn_customerservice_case table with support of the ServiceNow support team, you will not see the variables on the form. 

The reason (from ServiceNow documentation) is that the formatter "com_glideapp_servicecatalog_veditor" only supports the sc_req_item and sc_task table. All other task inherited tables are supported by the "com_glideapp_questionset_default_question_editor" formatter, but only if the task record was created by a record producer. This make sense for me because the variables are saved differently for record producers and catalog items. 

Nevertheless I still want to make the variable editor work on the case table.

What I tried:

I tried to clone the existing macro "com_glideapp_servicecatalog_veditor" because it searches for the used catalog item record. But the macro calls a component with the same name at the end and it looks that this component cannot handle the variables on a case form. Also this component cannot be accessed by an admin.

My assumption is, that it tries to find the variables at the "sc_item_option_mtom" table using the sys_id of the current record and this is of course the sys_id of the case.

Question:

Has anyone the same issue and solved it somehow?

PS:

I try to avoid to give the CSM agents access to another table like "sc_task" to not confuse them with another kind of work queue. 

[Mark Manders]

Why not just copy all of the variables into the Case description? All relevant information will be available.

[Marko5]

This could be plan B, but it looks ugly because some of the possible variable types are hard to copy, like list collectors or table variable sets. In addition it is hard to implement this if you have some form logic in place which hides fields depending on selections.