Auto-populate functionality doesn't work on back-end and it shows empty field for the catalog form

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jeffreygard1127
Tera Contributor

‎07-16-2025 07:30 AM

Hi guys, on our catalog form, I created 3 new fields 
1. Select user

2. Department

3. Email Address

 

All fields are reference type and reference to sys_user table. 

 

For the Department and Email address field, I used the functionality "Auto-Populate" and the dependent question is the "Select User"

 

IMAGE 01.jpg

 

It is working properly on the portal. Whoever I selected as user on the "Select user" field, it will just auto-populate the Department and Email field.

 

IMAGE 02.jpg

 

However, on the back-end, the Department and Email Address field is EMPTY

 

IMAGE 03.jpg

 

does anyone know how to fix this?

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Ankur Bawiskar
Tera Patron
Tera Patron

‎07-16-2025 07:44 AM

@jeffreygard1127 

If the variable type and the field type from where you are fetching are different then it won't work.

Department variable should be referring to cmn_department table and it should fetch value from Department field from sys_user.

Email variable should be single line text and not reference.

Please do the above changes and share feedback

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader

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jeffreygard1127
Tera Contributor
In response to Ankur Bawiskar

‎07-16-2025 07:50 AM

Thank you @Ankur Bawiskar. It is working now.

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Ankur Bawiskar
Tera Patron
Tera Patron
In response to jeffreygard1127

‎07-16-2025 07:56 AM

@jeffreygard1127 

Glad to help.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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