From London variable set and variables with same name are not allowed and cause issues

[shruti_tyagi]

After London upgrade, if you are seeing weird behavior with variables not populating correctly this can be the reason.

What has changed:

From London and up, the variable set is now treated as a first-class citizen and as a result of this, a catalog item cannot have a variable set(internal_name) and a variable (name) with the same name.

Here are release notes for more detailed explanation: https://docs.servicenow.com/bundle/london-release-notes/page/release-notes/it-service-management/ser...

Two scenarios that will issues:

1. If variable set has one variable with same name as internal_name of variable set

2. If catalog item has variable name same as variable set internal_name

Here are some issues users can report due to this issue:

- On Service Portal Catalog item, required Information is broken (not populated) when the Variable Set title is same as the name of a mandatory Variable

- Previously saved values for variables that have the same name as variable set internal name are set to null

- Some variables are not populating on RITM and catalog tasks

- When users fill the form on service portal, some values are not replicated on RITM.

- Client script and Catalog UI Policies does not set the value of the variable.

- After upgrading to London values of some variables are blank in RITM and catalog tasks.

Use these steps to diagnose the issue

Follow this KB article to identify impacted variable on instances London and Up Solution to Identify Wrongly configured Variable Sets

Note: Run the script under Identify Impacted Variables section.

Fix your variables

Workaround for this issue is to change the 'Internal name' of the Variable inside your 'Customer' Variable Set for Catalog Item
As long as the Variable has a different 'Internal name' to the Variable Set, then you should see that the information is passed correctly to the Request Item.

Additional Details:

Please see this KB article here for more details about the fix, workaround, and Steps to Replicate.

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