Requested For field became empty in Order guide

[Fotina Galieb]

Hello Guys,

I am wondering if you ever met such weird behavior when "Requested For" field became empty in Order guide?

And it happens NOT in all items added to the order guide, only to several, for example I have 210 but it happens only to 92 of them. To both from mmy variable set [requested_for] and [u_item_requested_for]. From list table it is empty and when I open Requested item it is empty as well. Couldnt reproduce the issue, it looks like it happens to ones which were creted before November 2023. Do you have any idea what could cause it? Did you meet such issue in your practice?

Thank you and looking forward to your opinions!

Have a nice day everyone!

Best regards,

Fotina

[scott barnard]

Hi Fotina

Check out the order guide for the cascade variables checkbox. This should be set to true. Also check the 2 properties that start "glide.sc.reset_cascade" we have "glide.sc.reset_cascade_all as true and the other as false

[Sanuja Kulkarni]

Hello  Fotina,

This may be caused by using an order guide, and the same variable name in different variable sets within a catalog item. 

Resolution:
Rename all variable names so they are unique, even when they are placed inside different variable sets for the associated catalog item.

Refer:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0746243

[Ivan Betev]

Hi @Fotina Galieb ,

Do you have any Catalog UI Policies attached to those items that may have "Clear the variable value" if the policy condition results to false? I'd also check the Catalog Clients Scripts and Business Rules.

Regards, Ivan

[Sanuja Kulkarni]

Hi  Fotina,

This may be caused by using an order guide, and the same variable name in different variable sets within a catalog item. 

Resolution
Rename all variable names so they are unique, even when they are placed inside different variable sets for the associated catalog item.