Service Portal record producer variable sets not mapped to table?

[Paul Bloem]

On record producer forms with variables have the same name as table fields, they are mapped to the actual table fields. For instance: a variable set with a variable named short_description on an Incident record producer will set the short_description field when submitted.

This works just fine on the internal form view (standard service catalog, accessed by "Try Me" button on the record producer form), but fields are NOT MAPPED when the form is filled out in the new Helsinki Service Portal. They are mapped when the variable is attached directly to the record producer, but not when they are within a variable set.

Has anyone else run into this issue? Is there a configuration setting somewhere I'm missing for the new portal? Or do I need to write some custom code to be run on submit for these fields to be mapped properly?

[bammar]

I am not on Helsinki but typically regardless of what you name the variable, usually there is a field option that says "map to field" then you pick the field from a dropdown.

[Paul Bloem]

Yep, but that field:

a) is not available on the variable form when linked to the variable set and

b) does not cause the value to be passed even if I do force it to be true. In fact, setting that field seems to only make sure the name of the field is the same as the table field referenced.

Also, to reiterate, this *only* happens in the new service portal. If I fill out the form through the standard service catalog, it works just fine.

[James_Neale]

Seen the same issue myself. The issue is that there is a client script that hides the map to field option if the variable does not belong to a specific item (oversight perhaps?). All I did was went to the related list view on the variable set, personalised it to add the Map to item field and the Field elements and then updated those elements as necessary. Seems to work fine.

[Paul Bloem]

You are correct that you can show the field if you modify the client script, but that does not fix the mapping for variable that are in variable sets. The hiding of that checkbox is with good reason: there is no way for the system to have any idea what fields will be available to map to for a variable set, as they can be assigned to record producers for any table.

All that field does is set the names of the variables to be the same, but the actual transfer of data is not happening properly between the producer and the record when the form is filled out in the new Service Portal.

According to ServiceNow, this has been fixed in the Helsinki Patch 4 release, so hopefully it's not an issue for long!