Missing variable value on form

[Tim Saunders]

We have a catalog item that is working as expected except for a single variable that is not showing on the RITM. I checked in sc_item_option and confirmed that the value is saved but it won't show up on the form even after I disabled all UI Policies and Catalog Client Scripts. Any idea what could be causing this? All other variables on this RITM appear as expected.

[shloke04 · Accepted solution]

Hi @Tim Saunders 

You might be using a Workflow or a Flow for your Catalog item, so you need to make sure the Variable is selected in the available variable list as shown below for reference:

For Flow for example:

Also do check there are no Client Side script or Catalog client script or UI Policy which might be hiding it.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[shloke04]

@Tim Saunders 

Also to mention if this is happening for catalog task, then you need to make sure you have added the variables in catalog task activity or action depending on if you are using a Workflow or Flow and then it will display it for you.

Also, there is a Checkbox named as "Global" available on the variable form, try checking it to true and check if that solves your issue.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/service-catalog-management/task/t_CreateAVariableForACatalogItem.html

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Tim Saunders]

This has been resolved. A previous developer had created a UI Policy with UI Policy Actions and a script for the opposite of my use case (a different value selected in a dropdown). There was no action taken when the conditions were met to fire the script but when it was reversed the field was blanked out. Not sure why it was done that way but putting it out here for anyone else who gets frustrated chasing ghosts...