Incident Line of Business Displays Backend Value When Created from Specific Catalog Item

[nandini29]

Hi All,

There is a Service Catalog item that is used to create an Incident. The catalog item includes a Line of Business field, and upon submission, the selected Line of Business value is mapped to the corresponding Line of Business choice field on the Incident.

However, on the Incident record, the Line of Business field displays the backend value of the choice instead of the user-friendly label. For example, when Personal Auto is selected, the Incident shows personal_auto.

This issue occurs only for this specific catalog item; other catalog items display the Line of Business value correctly.

Can someone look into this please

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[Ankur Bawiskar · Accepted solution]

@nandini29 

Do this

-> the Choice variable on your catalog item/record producer should fetch choices from the backend field present on INC using this config

-> with this done and then you set the Map to Field with Target INC field it will reflect the correct values

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

[Ankur Bawiskar · Accepted solution]

@nandini29 

Do this

-> the Choice variable on your catalog item/record producer should fetch choices from the backend field present on INC using this config

-> with this done and then you set the Map to Field with Target INC field it will reflect the correct values

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

[nandini29]

Hi @Ankur Bawiskar, thanks for your response
It is working, but catalog item showing line of business variable choices twice

[Ankur Bawiskar]

@nandini29 

Glad to know that my approached worked

you should deactivate your earlier variable and keep the new one

OR

you can modify your existing variable

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

[nandini29 · Accepted solution]

Thank you for your response @Ankur Bawiskar