Variables in Catalog Item are not showing when creating RITM manually

[ChanN]

Hi everyone,

My catalog item has variables that are visible in RITM when I submit the request from catalog item.

But I cannot see the variables inside the RITM if I create the request and RITM manually by clicking on "New" button in RITM.

Kindly advise if anyone of you has any idea. Thank you very much.

[AnimeshP_96]

Hey @ChanN 
so just to tell you Servicenow follows a process where you raise a item an all the variables in catalog item are shown in RITM and catalog task as Variable section, so if you create ritm record manually i suppose you may not see any variable, thats the OOTB behavioiur

[ChanN]

Hi @AnimeshP_96 ,

Thank you very much for the advice. If it is OOTB feature, is that possible to create a RITM with the variable values using REST API? 
I tried few API and it could create a RITM but still cannot figure out how to create a request with variables.
Thank you.

[Josh_H]

Hey Chan!

Catalog item variables are directly tied to the specific catalog item. When you create a RITM from a catalog item, these variables are automatically attached because the system recognizes which item it's dealing with and pulls in all associated variables.

When you manually create a RITM by clicking on the "New" button, the system does not know initially which catalog item it is associated with (if any). Therefore, it does not automatically load any specific variables tied to catalog items.

Long story short, in the missing variables.png, it looks like no request/item is selected, so it wouldn't know where to pull those variables from, depending on where you created them.

I hope that helps!

[ChanN]

Hi @Josh_H,

Thanks for the explanation. 
Even though the Request and Item are selected in RITM, variables are not showing.

Can you please advise if my requirement would be fulfilled by creating RITM with variables with REST API?
I tried few REST API that could create a new RITM or REQ but cannot see the variables in RITM as manual creation via New button.

Thank you.