RITM stage is showing the backend value instead fo label

[zee15]

Hi,

I am working on a requirement where the RITM state and stage need to be updated based on the SC Task state. For this, I created an After Update Business Rule on the sc_task table with the condition “State changes.”
The Business Rule is working as expected in most scenarios. However, when the SC Task is moved to “On Hold,” the RITM stage is not displaying correctly. Instead of showing the label “Awaiting Caller,” it is displaying the backend value awaiting_caller. See the attached SS

I verified the following:
The stage exists in the dictionary.
The same stage is also configured in Flow Stages.
Choice has the same exact backend value which is passing in the BR

However, I am not using the flow to update the stage; I am updating it directly via the Business Rule.

I understand that this could potentially be handled through a Flow, but in our case the SC Task can move to “On Hold” from any state and potentially multiple times, which makes managing it through Flow logic quite complex thats why I choose BR.

Could someone please help me understand why the RITM stage is showing the backend value instead of the label and how this can be corrected?

Thanks in advance.

[yashkamde]

Hello @zee15 ,

Refer this :

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2696720 

https://www.servicenow.com/community/itsm-forum/stage-field-is-showing-backed-value-instead-of-label... 

If my response helped mark as helpful and accept the solution.

[zee15]

Hi @yashkamde 

The solution which is provided in this Article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2696720 

I already checked and mention in my post.

and the second link which you provided, does not have any solution.