Record Producer variables are not showing in Incident Variable Editor

[Sagnika Saha1]

Hello All,

The variables I selected while submitting the Record Producer is not showing in the Incident Variable Editor.

Some of the variables are showing, others are not.

What can be the possible reason for it?

Thanks!

[bist-van]

Hi Sagnika,

Do you have any Catalog UI policies which are hiding, or showing those variables ? You can control which UI policy should trigger on the submitted record itself by ticking the 'Applies on the Target Record' checkbox on the UI policy.

Best Regards,

István

[Sagnika Saha1]

Hi Istvan,

Currently there are two variable sets. On submitting the form. one variable set is visible in the Incident Variable Editor and not the other one.

Thanks,

Sagnika

[bist-van]

Hi Sagnika,

You could try deactivating all client scripts, client ui policies and see if that helps. Then you can try re-activating them to check which one is causing the issue.

If the variable set is visible on the portal, but not on the backend, it is definitely a faulty ui policy / client script

Best Regards,

István

[Ankur Bawiskar]

@Sagnika Saha 

Do you have any catalog client script OR catalog UI policy which are hiding those variables?

If yes then ensure Applies on Target Record is unchecked

If it's checked the script or UI policy will run on target record and hide it based on condition

Regards
Ankur