Service Request Fields

[quentin_cobb]

Im having issues with the Requests (sc_request), where the short description and description fields are not populating.   Either by Email or by Self Service the those two fields on the Request will not populate.   I should be a little more clearer they are not populating from the variables that I have on the form.   I have tried updating the information with Business Rule Scripts, and Workflow Scripts and neither have been effective.   I can set those field values in a business rule to a default and that works, but having the same descriptions and short description for all my request is not ideal for reporting nor for the notifications that get sent to the requestor.     Is there a component that im not seeing or thinking of, im fairly new to ServiceNow so I don't know if what im trying to do is possible or if it is im just not doing it right.   I have searched the web and these forums and have found some similar cases but nothing that I plug in works.  

Since the Business Rule works with setting those fields to a set value I know it has to be possible, I just cant get the scripts to work to pull the variable information to those fields as desired.

Any Ideas?   If im too vague I apologize I can elaborate more with specific questions, I cant put scripts down because I have tried so many and nothing works its as if I need to start from scratch.

[srinivasthelu]

Hi,

Create an on before insert business rule on the requested item table and add below code to it

current.short_description=current.variables.Variable1; // Replace variable1 with required variable name

current.description=current.variables.Variable2 // Replace variable2 with required variable name

Hope this helps

Cheers

Srini

[quentin_cobb]

Thank you for the reply, but unfortunately this is one of the many things I have attempted in the Business Rules and the Workflow RunScripts actions.   Why the requested item table?   I tested again twice one under the sc_request and sc_request_item tables and neither worked.

I just tested this

and it populates the information so it appears it has something to do with my variables.   but I know the variables work because I have them populate the task short description and description from the workflow when creating the task.   But know the business rule is setting the test and testtwo values for the request.   What am I missing?