Record producer after submission additional information is missing

[anvitha ash]

Hi,

We are currently facing an issue with our record producer used for submitting incident records. The form contains around 19 variables that users are required to fill out before submission.

After submission, under the incident ticket, there is a section called "Additional Information" that typically displays a summary of all the entered values (i.e., which values were filled in for each variable).

However, this section is not appearing for some users. I’ve attached two screenshots for reference — one showing the expected behavior, and another showing the actual behavior where the section is missing.

Could you please assist us in debugging this issue?

Expected behavior screenshot 

 

But the current behavior is 

 

The Additional Information should display all the fileds/varialbes and their responses 

[Voona Rohila]

Hi @anvitha ash 

Can you please check if there are any catalog client scripts or catalog UI polices which has 'applies on target record' set to true?

If yes, then those scripts/rules will apply on the generated incident record too.

Refer below link:

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/product/service-catalog...

[anvitha ash]

@Voona Rohila 

I don't think this will help. Because the issue is with after submission of the record producer those details needs to be visible.  If you se the screenshot 

[Voona Rohila]

Is 'visible on summaries' field for those variables checked?

[anvitha ash]

@Voona Rohila 

Visible on summaries is already enabled. Still no luck