Welcome to Community Week 2025! Join us to learn, connect, and be recognized as we celebrate the spirit of Community and the power of AI. Get the details  

Original Value on HR case Description

SumanthMora
Mega Guru

Hi,

On my record I have variable called name referenced to sys_user table.

After form submission form the portal why the case description show the logged in  user value as well next to the variable as orginal value

find_real_file.png

I'm aware this is populating from "hr_CaseUtils" script include by the method "_getDescriptionFromAnswers ".

How to avoid that.

 

1 ACCEPTED SOLUTION

Tried, though because the blanc value it is ignored:

find_real_file.png

Tried with a ".", works so the getMessage theory is oke.

find_real_file.png

Only works on SP:

find_real_file.png

Of course you could also go for editing the Script Include like I described. Though I personally would avoid changing the Script Include if possible (then it's not out-of-the-box anymore and updates from patches/upgrades will ignored).

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

---

LinkedIn

 

 

Kind regards,

 

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

---

 

~444 Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field

LinkedIn

View solution in original post

11 REPLIES 11

Renu9
Tera Contributor

Hi Mark, 

I created the same sys_ui_message. But still the original value is displaying in description . Could you please suggest what is missing here

find_real_file.png

Community Alums
Not applicable

I tried Mark's solution with the sys ui messages and it did not work for me.

I tried in app scope as well as global.

 

I found this SN KB article about the issue.

What I did was rename my RP variables to be more customized, so they do not match anything else.

 

This is what worked for me.