Variables Missing On RITM

[a02763422]

I built a new catalog item/service request. For some reason, all variables show in employee center when I look at the request but only 3 varaibles show on the RITM. The 3 variables that show on the RITM are the 3 that are not marked hidden. Marking hidden on the variables though should not prevent them from being stored on the RITM. Has anyone else experienced this?  I have already done every bit of troubleshooting I can think of and even used AI to help me. 

[Hemanth M]

Hi @a02763422 ,

If a variable is hidden on a variable level, it will not show up on RITM - This act like a onLoad catalog client script/UI policy hiding a variable.

If you need to hide this on the catalog , not on the RITM - use UI policy make sure to uncheck

Applies on Requested Items,

Hope it helps!

[annieporter]

This did not work either, I opened a case with service now and they can replicate the issue but are not sure why the variables will not display on the RITM/Task forms. I have other catalog items where the variables are hidden and the show policies show them to the user when submitting. I have applies to RITM and Task checked and the varaibles show on the RITM/Task form so it is a mystery. SN technician said he was going to reach out to the service operations workspace experts for assistance. Thank you for the reply. 

[Ankur Bawiskar]

@a02763422 

is this on RITM Native OR SOW form?

share some screenshots

what type of variables are those?

[annieporter]

This is SOW Form, they show up on RITM native.  Like I said, I have other catalog items designed the same way and can see the fields on the SOW RITM form even when the variable is hidden.