RITM not populating with data from form

[Jason_DaSilva]

(hope I am putting this in the right forum)
I personally had created a Catalog Item that would take several inputs from the customer (some being mandatory).  In our test environment, this worked fine, and we pushed it up to PROD.  But in PROD an odd thing is happening.  some of the fields from the variables comes in blank.  The big issue is that one of these fields is mandatory, so no one can take the ticket, as the field is locked in the ticket, and is blank.

The odd thing is, if I script check the value of that field (in this case it is (ritmRecord.variables.linux_server_name_ci) there is actually a value there.  I was doing this to throw the proper values into the ticket via script while I try to troubleshoot the issues.  Has anyone experienced this before?  I am at the point where I may just recreate this again in PROD (both the Catalog Item, and the Workflow).

[James Chun · Accepted solution]

Hi @Jason_DaSilva,

Do you see this issue for all users including the admin?

If so, my guess is that something is hiding the variables on the client side.

When you open the RITM in the backend and refresh the page, do you get an alert saying the page has not been saved?

I would check the UI Policy (pay extra attention to the reverse if false) and the Client Scripts.

Maybe the Query BR as well.

If the issue doesn't apply to the admins, it could be access-related.

Cheers

[Jason_DaSilva]

So it was a UI Policy issue.  What actually happened was that when we moved the Cat Item up to PROD, one of the selections was based off of Service Offerings.  The sys_ids were different and it had to be repopulated.  This Cat item was used for both Win and Linux, and that was the offering selection which would hide the opposite (if you select Linux it would hide the Win data...)  Unfortunately when it was manually fix, they were backwards.  Setting them properly has fixed the issue, and they existing tickets are now working.