Cannot connect a CI to a Record Producer incident after submission

[MathewGdows]

Hey all,

Need a bit of help.  Just recently noticed that when we create an incident via a record producer in the Employee Service Center (ESC) and do not input (no variable has been configured) a configuration item (CI), then we try and work the incident via the ITSM Service Operation Workspace (SOW), you cannot enter a CI after the fact. (this also happens if you try and work the incident in the backend after it is submitted via a record producer)

If we click the search magnifying glass (even in the backend), nothing shows.  No CIs at all, there is nothing to search.  Is there a way to fix this so that we can add a CI after the fact that a Record Producer Incident has been created?

If I create the exact same type of incident (with the same information) in the backend (no record producer being used), it works fine and I can add any CI after the fact of the initial incident being saved without a CI being initially selected.

I'd really like to be able to correct this so that we can add a CI when the incident is being worked after being submitted via a record producer in the ESC.

Thank you,
Mat G.

[Pradeep Thipani · Accepted solution]

@MathewGdows - Answered the same on other question. Please check. 

https://www.servicenow.com/community/developer-forum/how-to-allow-an-incident-record-producer-to-add...

[MathewGdows]

@Pradeep Thipani  - This was close to an answer.  We found out that we called a variable on the record producer "company" which was causing an issue with the "company" field on the Incident table.  As soon as that variable was renamed to something different, this fixed the issue and we are now able to add and search CIs once the record producer incident was saved from the service catalog.

Thank you for your help,

Mat G.