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?

[StewartFletcher]

They are referencing fields 'Name' and 'Short Description' on the cmdb_ci_service_auto table. No conflicts with other fields.

Both fields are single line text, and the only two that are SLT on the form - and the only two fields blanking out on the RITM.

[Najmuddin Mohd]

Hi @StewartFletcher ,

In UI Policy Actions, Clear Field value is True ?
Can you try by making Visible = False.

If the above information helps you, Kindly mark it as Helpful and Accept the solution.
Regards,
Najmuddin.

[StewartFletcher]

Had already checked this as a first port of call as I've accidentally done that before, but no everything was correct.

[Ct111]

Hello,

Can you check if any catalog client script is attached to this catalog item or not , especially related to onLoad

if yes then verify if some line has code like clearValue or g_form.setValue('') .

If yes first try to deactivate this script and observe the behaviour , if it still exist then better check the script in variable set if you are bringing this set of variables from variable set and in that some script can also  cause this.

I hope this information helps.

[StewartFletcher]

Already advised there are no client scripts on this catalog item, only UI policies to hide fields based on conditions.

As mentioned, it's only these two string/single line text fields affected, and they are the only string fields on this form.