On my personal dev instance, I noticed that the Ticket Fields widget shows "variables" for an Incident that was created via the Password Reset record producer.
Can someone advise on where this data is stored (ie. where is the relationship/link between the incident and the record producer stored) or how this is achieved?
I was able to trace it to this line of code in the widget's Server Script data.variables = $sp.getVariablesArray(); but was unable to find documentation on https://developer.servicenow.com/app.do#!/api_doc?v=istanbul&id=c_GlideSPScriptableScopedAPI for the getVariablesArray() function.
Hi Ryan,
two points to check if don't see some variable fields in "Options" area of your widget, on 'id=ticket' page.
1- Search in 'question_answer' table, if you could find records for "Table sys ID=sys_id of your ticket", because data.variables = $sp.getVariablesArray(); from "Ticket Fields" widget look in this table.
2- if so , when you click on name of a variable in "Question" column to see options,
in "Availability" Tab does the checkbox "Visible on Summaries" is checked ?
in Kingston version, "Ticket Fields" widget filter has changed and use this checkbox value :
... <div class="m-b break-word" ng-repeat="variable in data.variables | filter:{visible_summary:true}"> ...ex : if you click on "Urgency" in Question column of question_answer table :
( you should arrive on item_option_new table)
NB :
- if you create an Incident from Backoffice, OOTB it doesnt create records in 'question_answer' table
- if you use a record producer to create your ticket, then it should have save answers to your record producer's variables into this table.
Regards,
Denis.
