RITM Variable Not Saved in Native View but Saved in Workspace (sc_item_option Not Updated)

[Baskarank]

When editing an existing Requested Item (RITM) in the Native UI, catalog variables (example: Choose  option : A, B,C) do not persist after saving.

However, when the same RITM is edited and saved from Service Operations Workspace (SOW), the variable value is correctly saved and the record is created/updated in the sc_item_option table.

Observed Behavior

• User selects a carrier value on RITM form in Native UI

• Clicks Save

• Variable appears empty after refresh

• No value is written to sc_item_option

But:

• Opening the same RITM in SOW

• Selecting carrier and saving

• Value is successfully stored in sc_item_option

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🔹 Expected Behavior

Catalog variables should be saved consistently from both Native UI and Workspace UI when updating an RITM.

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🔹 Verification Done

• Variable definition checked and is active

• sc_item_option table confirms value only saves via Workspace

• Issue reproducible consistently

[Baskarank]

This is my error log after save the variable:

com.glide.script.RhinoEcmaError: "ni" is not defined.
Phase 2 Jelly: ftp://gsft_database/com_glideapp_servicecatalog_veditor.2 : Line(1) column(0)
==> 1: ni.VE6dc932523be2f2906206e1dc73e45a4b
Stack trace:
at Phase 2 Jelly: ftp://gsft_database/com_glideapp_servicecatalog_veditor.2:1

[Ankur Bawiskar]

@Baskarank 

this means some logic is clearing that variable value when saved in native.

But if that's server side logic then it should work for RITM update in SOW as well

Is this happening only for RITMs for particular catalog item or ALL?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Baskarank]

@Ankur Bawiskar It's happen all RITM

[Ankur Bawiskar]

@Baskarank 

is it happening with admin user or non-admin?

Was this issue happening earlier as well or started coming recently?

Did you upgrade recently?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏