Show Variable Editor for Incidents Created from Backend

Community Alums · ‎10-09-2025

Incidents created via Record Producers shows the Variable Editor section. However, incidents created directly from the backend do not.

How can I make the Variable Editor section visible (with empty variables) for backend-created incidents?

Dr Atul G- LNG · ‎10-09-2025

Hi @Community Alums

I understand that this is a client requirement, but as a ServiceNow expert, it's important to educate the user on what is good and what isn’t, and what can bring real value. If something is not easily possible and creates technical debt, let’s avoid introducing it

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Regards
Dr Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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View solution in original post

Ankur Bawiskar · ‎10-09-2025

@Community Alums

that's OOTB behavior and you can't show it on form if INC is not generated via record producer

Logically if the incident got created from record producer the Variable Editor formatter is shown automatically with the variable information caller submitted from portal.

Why would you require this to be seen when INC is not created from record producer?

-> you can try to play with the UI macro "com_glideapp_questionset_default_question_editor" OR create a fresh macro by making a copy of that and then try to manipulate it

-> that OOTB macro calls another macro

💡 If my response helped, please mark it as correct ✔️ and close the thread 🔒 — this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Dr Atul G- LNG · ‎10-09-2025

Hi @Community Alums

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538897

https://www.servicenow.com/community/developer-forum/how-to-add-variable-editor-on-to-incident-form/...

****************************************************************************************
Regards
Dr Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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Community Alums · ‎10-09-2025

Hi @Dr Atul G- LNG thanks for the response

It is visible, but I want to show it when I create an incident from backend.

Dr Atul G- LNG · ‎10-09-2025

Hi @Community Alums

Incident variables mainly work when an incident is created through the portal, and the variables are passed from there to the native view. However, displaying variables by default in the native view is not recommended and is not considered a best practice.

****************************************************************************************
Regards
Dr Atul G. - Learn N Grow Together ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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Community Alums · ‎10-09-2025

Ok @Dr Atul G- LNG let me check as it is client's requirement