Multi row variable set - data wiping off on update

[avinashb]

Hi All,

Hope every one is doing good!!!!

I am facing some issue with Multi row variable set.

Here is the description of the issue.

• There is one multi row variable set created for one catalog item.
• A workflow is attached to that catalog item to create two tasks (task A and Task B).
• Multi row variable set variables are pulled into two tasks where in these multi row variables are hidden on RITM using some UI Policies.

Note: The multi row variable set has scope in task B. That means, we use that variable set only on Task B. But the variables are pulled on both the tasks.

• If I update anything(even save and stay without updating any field/variables), the values in the multi row variable set is wiped off. i.e., data is getting deleted post update.

When I removed the multi row variable from task A (removed by pulling out variable from Catalog task while creating through Workflow), it is working as expected.

Assumption: As the Variable is out of scope in Task A, after removing the variable in Task A, this is working as expected for new tickets.

I am unable to find the solution to handle the existing tickets.

Please help me out in finding the solution. 

Thanks and regards,

Avinash Balli

[Michael Jones -]

Check if you have any onload or onchange scripts or UI policies that are targeting your multi-row variable set. I see this often when you have a script or policy set to execute on RITM / TASK where the value of a field is being cleared or altered (possibly while the variable is hidden, so you don't actually "see" it happening) with the only visible symptom being what you describe. You update or save and even though "you" didn't change anything, the value is different. 

If this is the case and you correct script or policy (perhaps by unselecting Request Item or Tasks on it) then it should no longer impact existing tickets. 

If this was helpful or correct, please be kind and remember to click appropriately!

Michael Jones - Proud member of the CloudPires team!