RITM data from item variables shows empty in Agent Workspace

[GeorgeCV]

Hi community.

I have an issue with the agent workspace where the RITMs do not have variable data from the catalog item. In the platform view this works fine but not in Agent workspace, which is used by the client's end users. This is affecting all SCTASKS as well.

I've checked the configuration of some catalog items whenever there is something in particular such as a "clear value" attribute enabled through an UI Policy but that's not the case for this issue.

What setting may be causing this? 

[Cobee]

Ok. So to recap the issue. 
-Admin can see the variable data on the fulfiller view.
-End User cannot see the variables on the Agent Workspace or Portal ticket page. 

Possible Solution:
-End users don't have the proper roles and are being blocked by ACL restrictions on the tables that hold the catalog item variable data. Investigate the end users roles and permissions and ensure they have access to the sc_item_option, and sc_item_option_mtom tables. This is where the catalog item variable data is stored. 

[GeorgeCV]

The screenshot I shared in the post is seen under the admin role though (my user). 

[Cobee]

Try navigating to the sc_item_option and find some of these variables and confirm there is a value present. 

After that I would confirm that there is a formatter configured for the table you are displaying, you can see these via System UI/Formatters in the filter navigator. Ensure you have a formatter configured for the table you are using on the agent workspace. Then ensure that formatter is active on the workspace view. 

[GeorgeCV · Accepted solution]

I have solved my problem. The is a KB that stated to disable the "variables" field from the [sc_req_item], but since this variable was not shown in the columns configuration for this table, I disabled it from the [task| columns.

This is the KB article: Values of RITM variables are not dispalayed when a RITM is opened on Agent workspace. - Support and ...