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]

@Ankur Bawiskar It's happen both admin and non admin users.

this issue happening earlier (3months before)

yes recently upgrade

[Ankur Bawiskar]

@Baskarank 

if it's happening for all RITM then looks like a platform issue.

Please raise a case with ServiceNow and keep us posted.

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