Variable on catalog item gets wiped when ticket is logged

[StewartFletcher]

We have a catalog item in development where a user can request amendments to various fields for an Application Service on the cmdb_ci_service_auto table. Then form consists of options to select an option on the service, which will then show the current value as a read-only field, and a blank field for them to choose the new value.

There are two fields that are a reference to a single line text on the Service. The information of these (Short Description and Application Name) shows up on the form itself when filling it in. However, it wipes the information on the ticket when it's logged. It's literally just those two fields, the current value of Application Name and Short Description.

Any ideas what's going wrong here please?

[sejal1107]

Hi@StewartFletcher

Can you attach any screenshot if possible

[Ankur Bawiskar]

@StewartFletcher 

any script is clearing it?

how are those variables getting filled? auto populated or user is entering it

Please share some details along with screenshots.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[StewartFletcher]

No scripts on this at all, just Catalog UI Policies hiding the fields if they aren't being changed.

The Current Application Name and Current Short Description are reference fields that are pulling the information from these fields on cmdb_ci_service_auto. These are the only two single line text/string fields within this form - all others are lookups or choice lists and they work absolutely fine.

New App Name and Short Desc are what the user is filling in manually as part of the form.

[sejal1107]

Hi @StewartFletcher 

I can see that application name and short description are reference fields , Which table are they referring to. According to me short description should be single line text.

Please make sure that table has only one column set as display 'true' .

If my response helped please mark it correct 

Thanks & Regards,

Sejal