Variable formatter - Changes not saved

[kristenankeny]

I extended the sc_req_item table, was able to add and update the formatter so that it displays the variables, but any changes made to variables are not saved. The save works on sc_req_item, but not on the extended table. Does anyone know what needs to be updated to allow edit of variables from an extension of sc_req_item?

[SanjivMeher]

Hi Kristen,

You will need to create formatter it seems for the extended table. navigate to to System UI->Formatters.

[kristenankeny]

Hi Sanjiv,

I have the formatter already configured and it displays the current variables and their values. However, when I make a change to the value of a variable and save the record, that change is not captured.

[SanjivMeher]

Hi Kristen,

Please check if the below link helps.

Directly updating the question,answer table using below script. Not sure, if your vaules are getting stored in question_answer table.

(function executeRule(current, previous /*null when async*/) {

/*

This script is to fix the bug where SN would sometimes give variables on the record order -100 when created through

a Record Producer through the Service Portal.

*/

var qa = new GlideRecord('question_answer');

qa.addQuery('table_sys_id',current.getUniqueValue());

qa.query();

while(qa.next()){

  qa.order = qa.question.order;

  qa.update();

}

})(current, previous);

Re: troubleshoot variable editor

[kristenankeny]

This seems to be the table for holding record producer replies, but I've extended sc_req_item. I've reviewed the business rules on sc_req_item and task and don't see anything about changes to variables other than some protections about inserting duplicates. I assume there is something controlling the save of variable value changes on sc_req_item, but I'm unable to find it. I'm trying to avoid customizing too much and just adapting the OOB scripts.