Empty variables on RITM after submission

[Servicenow Use4]

Hello all,

I am working on an existing service catalog in which I have added new fields. While testing, it was found that the data entered in those new fields while request submission are missing... This means... I raise a request.. check the REQ and RITM.. the fields are blank in RITM.. not sure why/how.

Can anyone help me with this, please?

Thanks!

[Ravi Peddineni]

@Servicenow User 

Can you check if there are any catalog UI policies or client scripts acting on those variables? Particularly if the Clear Variable Value is checked. 

[Servicenow Use4]

There is a UI Policy created by me which has Clear Value = true, but that is a part of the requirement. The UI Policy displays certain fields upon selection of another field value.. Hence, when the user changes the value, the value in those fields should get cleared along with those fields getting hidden.

[SusanWinKY]

Hi @Servicenow Use4  - We are experiencing this now, too. We upgraded from Rome to Tokyo in January. Since then, if we set the "Clear Variable Value" field as true, it will show that variable on the resulting RITM and STASK with empty values. Our workaround has been to not set the "Clear Variable Value" field. Were you able to figure out if this is a product bug, or something else? Thanks.

[Jp Gomez]

The issue may be in your workflow. If you are using Flow Designer, prior to making the ctasks make sure to add the action get variable item. This will pull the information that was submitted.