Record Producer variable (look up) shows only sysid at the back end.

[SivaramanR]

When I submit a case from Record producer which contains Department field(lookup field) in that. I have a variable section at the backend in the case form which shows all the fields including department field. But it only shows sysid at the backend. 

Steps I did for diagnosis:

1. display value = true (for name field)

2. No acls that affects.

3. it worked in dev not in test.

4.variable configurations are same in dev and test.

could anyone point me in correct direction where I have to look for the mistake?

Thanks in advance

[Tanushree Maiti]

Hi @SivaramanR 

To ensure Variable displays correctly on Requested Items (RITMs) and Service Catalog Tasks (SC Tasks), ServiceNow uses Catalog UI Policies.

1:  Validate your existing  UI Policy(Applies to RITM and SC Task)

• Navigate to Service Catalog > Catalog Definitions > Catalog UI Policies.
• Open the specific UI Policy for your catalog item.
• Locate the Advanced view (if not visible, click the Advanced related link).
• Check the following checkboxes to ensure visibility across forms:
• Applies on Requested Items (for the RITM Variable Editor).
• Applies on Catalog Tasks (for the SC Task Variable Editor).
• Click Update.

2: Verify and Add Department to UI Policy Actions

• Scroll to the Catalog UI Policy Actions related list at the bottom of the form.
• Check if Department is listed.
• If it is not listed, click New.
• Configure the new UI Policy Action with these settings:
• Variable name: Select your Department variable.
• Visible: Set to True.
• Mandatory: Leave as Leave alone (or set according to requirements).
• Read only: Leave as Leave alone (or set according to requirements).
• Click Submit.

 3: Verification

• Open an existing Requested Item (RITM) for this catalog item and verify the Department field appears in the Variable Editor.
• Open an SC Task associated with the item and verify the Department field appears in its Variable Editor as well.

•  

[SivaramanR]

Hi @Tanushree Maiti ,

I have implemented those steps still it's not working. I am using variables sections in the HR case table. I have created new cases too. still its showing as sysid and the other thing is it's not working in dev also (previously i said it was working, it's my mistake)

[Tanushree Maiti]

Hi @SivaramanR 

Can you mention which variable type you are using . If it is Lookup select box, can you share the type specification screen shot.

[SivaramanR]

Hi Tanushree,

Yes I am using Lookup select box, I have attached the SS.

Thanks in advance.