Save as Draft resets variable back to --None-- when accessing draft catalog item

neil_b · Tuesday

Hi,

We're running into an issue where accessing a draft request isn't storing the previously saved variable value. We have a software license record producer where the first variable that appears is "Request Type" and it initially displays --None-- , forcing user the user to make a selection whether they are submitting a request for a New Software License or to Renew a Software License.

If the user selects New or Renew, then clicks Save as Draft, when the user attempts to access the draft form, the variable changes back to --None--

Please see the screenshot below. There isn't a UI policy that is in place that clears the variable at all. The nature of this variable is to start as --None-- so that a user is required to make a selection but when using Save as Draft, that selection should be retained and it should not revert back to --None--.

How can we get around this?

Tanushree Maiti · Tuesday

Hi @neil_b ,

In your screen shot, Under Type Specification,

Include None checkbox is checked. Uncheck it

Save the record and test it.

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
Linkedin:

neil_b · Tuesday

Hi @Tanushree Maiti this is not a valid solution. The checkbox must be checked in our case. If it is not checked, then the system selects the first value by default. We want users to select a value, not have the system default the first value every time.

Tanushree Maiti · Tuesday

Hi @neil_b ,

My Bad. Can you go through Similar posts if it helps:

https://www.servicenow.com/community/developer-forum/fields-going-blank-when-using-new-quot-save-as-...

https://www.servicenow.com/community/developer-articles/save-catalog-items-as-draft/ta-p/2855484

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
Linkedin:

neil_b · Tuesday

Hi @Tanushree Maiti I have reviewed those articles already and unfortunately none of them have proven to be beneficial in our case. The first article remains unsolved, the second article goes over client scripts which we do not use for Request Type, and the third article goes over how to configure Save as Draft in your instance, which is not the issue.