Multi Row Variable Set Not Showing Data

[Casey23]

Hello,

I am seeing an issue that I've not seen before and am curious if anyone has any experience with this. I have a multirow variable set on an order guide that doesn't show the information I entered.

Notice how the fields are blank, but the pencil and X icons on the left indicate that an entry is in the variable set.

At first I had the variable set hidden with a UI policy unless an option is selected in a dropdown. Thinking that could be part of the problem, I removed the UI policy and it is still behaving this way. 

Any thoughts on what might be going on here or how I can resolve the issue?

[Markus Kraus]

Looks like the item is simply empty, can you click the edit button of the MRVS item and confirm that it actually has fields set? 

For my it looks like there is some script clearing the data...

[Casey23]

When I click to edit, the fields are empty. But obviously they are not empty when I fill out the data and click the "add" button. That was my assumption as well, but since this is a brand new variable set and I've disabled the UI policy and onLoad client script that hide/show the variable set, I'm kind of at a loss for what else could be impacting it.

[Casey23]

Something interesting that I found is that if I create a brand new catalog item, it works. Also, I misspoke originally and so I've updated that post. This is actually going on an order guide. When I create a brand new order guide (to ensure there isn't a client script or UI policy impacting it), the same issue occurs where the data is not showing up in the entry.

I've looked at the following kb but this doesn't appear to be the issue:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0715704

I've also found this on the community, but in the sections where "order guide" is referenced, I don't see anything out of the ordinary. Regardless, the issues would have been fixed in Orlando anyway.

https://www.servicenow.com/community/itsm-blog/issues-that-you-did-not-know-about-a-multi-row-variab...

[Casey23 · Accepted solution]

I ended up creating a case for HI on this issue, and they found that the issue was a customized UI page:

https://<instanceURL>.service-now.com/sys_ui_page.do?sysparm_record_list=nameCONTAINScat_item_guide%...

Reverting it back to OOB fixed the issue.