RITM & Catalog Task Variables Read Only

[tylerThielman1]

Hello,

Currently trying to figure an issue out, any help would be appreciated.   Currently on RITM and Catalog Task all variables are being set to read only, with the exception of one.   I do not wish this to be the case, and I've checked the usual culprits, UI Policy, Client Script, Data Policies.   I've also done some digging to a lesser extent into the UI Macros, Script Includes, and ACLs.   I'm having a hard time figuring out what might be setting the variables to read only at this point.

Any help is greatly appreciated!

[amlanpal]

Hi Dennis and Ashish,

I also had similar issue earlier. Later I have found out it was because of a Catalog UI Policy. 'Reverse if false' was checked and was contradicting with other UI policies causing the issue.

In your case this might be the issue. Thought to share the knowledge with you guys, if it helps.

I hope this helps. Please mark correct/helpful based on impact

[ars1]

Hi Amlan,

Which UI Policy ? on RITM table ? In my case, there is no UI policy defined on that table.

Could you please elaborate more on your solution.

Thanks

Ashish

[amlanpal]

Hi Ashish,

All I have said is what I have experienced earlier. On that time I found the issue was with an UI Policy which was applied on Catalog Item, Requested Item and also on Catalog task with 'Reverse if false' as checked. Just thought it could help you debugging your issue, hence shared my experience. It's really tough for me sitting over here to debug your issue and provide you the solution.

[arnabwa]

Hi Tyler,

This is a very common problem faced by admins at some point of their career with service now. Nothing to worry. Since you have done quite a bit of debugging manually, so now I would suggest you to automate the debugging.

Put a field watcher on the field you are facing the issue. Right click on the field and choose the "Watch - fieldname" option. This starts your debugging process for that field. Now preferably raise a new request and just see which are the UI Policies, ACLs, Client Scripts are working on that field. check those UI Policies, ACLs and CS. I strongly believe this problem arises due to the UI Policies conflicting with each other. (At least this was the case with me and many more). The UI Policies might look absolutely cool but internally they might be creating this issue. This issue occurs when "Reverse if False" is checked and the "Order" is having a lower value. I would strongly suggest to uncheck the reverse if false box and instead add the reverse condition in a new UI Policy. Also try giving the Order value to very high number like 5000 or so and test it.

Please let me know your result

Thank you,

Arnab

[tylerThielman1 · Accepted solution]

I ended up with a root cause and resolution to this issue.

The issue was not caused by UI Policy and unfortunately since this was occurring only on variables on the RITM and SC Task, the field watched was of no use.

The cause of the issue was the field "write_roles" had been added to the catalog item variable's availability section and the field had been populated with the role "nobody".   All new variables created defaulted to this, which resulted in the issue I experienced.

Hope this helps someone in the future.