RITM data from item variables shows empty in Agent Workspace

GeorgeCV · ‎05-05-2025

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?

GeorgeCV · ‎05-07-2025

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 ...

View solution in original post

Cobee · ‎05-06-2025

Can you see the variable data on the portal side widget when impersonating the opened_by?

GeorgeCV · ‎05-06-2025

Hi @Cobee ,

No, I cannot.

Cobee · ‎05-06-2025

I would recommend disabling any UI Policies that may be impacting these variables. Testing submission with the policies disabled and confirming the UI Policy is the issue and work your way back to the source of the issue.

GeorgeCV · ‎05-06-2025

I've already pointed out that I've checked the configurations with the UI policies. I've also tried disabling the UI policies but the issue still remains.

Would there be some configuration with the agent workspace that is missing, since that is the issue?