ServiceBridge - Using MRVS in Remote Catalog Items When List Collectors Are Not Supported

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an hour ago

How to Sync Multi Row Variable Sets Between Consumer and Provider Instances in ServiceBridge

 

Service Bridge helps connect Consumer and Provider instances so that catalog items, requests, tasks, and fulfillment activities can flow between different ServiceNow environments. One common use case is Remote Catalog Items, where a catalog item is exposed from the Provider instance and consumed from another instance. While this provides a seamless experience to end users, there are some limitations around variable types and data synchronization that need to be considered during implementation.

This article focuses on one such scenario: using Multi Row Variable Sets (MRVS) in Remote Catalog Items when List Collectors are not supported.

 

This issue arises when list collectors do not work in remote choice definitions. In Remote Catalog Items, list collectors are not supported when used with remote choice definitions.

Remote Choice Definitions only support Reference variables. Other variable types, including list collectors, are not supported. Because of this limitation, list collectors may not populate or sync correctly between Consumer and Provider instances.

For use cases where multiple values need to be captured, ServiceNow recommended using a Multi Row Variable Set (MRVS) instead.

Why MRVS Is the Recommended Alternative?

MRVS allows multiple records to be captured in a structured format by creating one row per entry.

For example, instead of using a List Collector for selecting multiple servers, an MRVS can be created with columns such as:

  • Server Name
  • Server ID
  • Environment
  • Application Owner

This makes the data easier to pass between Consumer and Provider instances and provides better control over how values are stored and displayed.

MRVS Sync Considerations

MRVS is the recommended option when multiple values need to be captured in Remote Catalog Items, and in most cases it syncs correctly between Consumer and Provider instances.

However, if MRVS values are not loading or syncing as expected, some common symptoms may include:

  • MRVS rows not loading in the Remote Record Producer
  • Variables not displaying in Service Portal
  • Variable values not inserting into the item_option_new table
  • Data not syncing correctly between Consumer and Provider instances

In such cases, review the following areas before troubleshooting further.

 

Possible Causes

ServiceNow identified that the issue was caused by the Out-of-Box Business Rule:

Restrict Global for MultiRow VariableSet

This Business Rule prevents MRVS variables from being created with the Global flag.

Because of this restriction, the MRVS variables were not loading correctly and were not syncing properly between instances.

Solution Recommended

---- Option 1: Disable the Business Rule

Disable the following Out-of-Box Business Rule:

Restrict Global for MultiRow VariableSet

After disabling the rule:

  • MRVS loads correctly in the Remote Record Producer
  • Variables display correctly in Service Portal
  • Values insert into the item_option_new table
  • Data syncs correctly between Consumer and Provider instances

ServiceNow confirmed that disabling this Business Rule will not create upgrade issues in higher environments.


---- Option 2: Turn Off the Global Flag

If disabling the Business Rule is not preferred, another option is to turn off the Global flag on the MRVS variables.

ServiceNow observed that variables created with the Global flag enabled were causing the sync issue.

Turning off the Global flag also resolves the issue.

Step-by-Step Resolution

Option 1:  Disable the Business Rule

  1. Navigate to System Definition > Business Rules.
  2. Search for the Business Rule:
  3. Restrict Global for MultiRow VariableSet
  4. Open the Business Rule record.
  5. Review whether the rule is active.
  6. Deactivate the Business Rule.
  7. Save the record.
  8. Navigate back to the Remote Catalog Item and retest the MRVS.
  9. Verify that the MRVS is:
  • Loading correctly in the Remote Record Producer
  • Displaying correctly in Service Portal
  • Syncing correctly between Consumer and Provider instances
  • Inserting values into the item_option_new table

Option 2: Remove the Default Value from the Global Field Dictionary Entry

ServiceNow also identified that the issue can occur when the Global field on the variable table has a default value of true configured in the dictionary entry.

The recommended approach is to revert the field back to the Out-of-Box behavior by removing the custom default value.

  1. Navigate to System Dictionary.
  2. Search for the dictionary entry with:
    • Table: item_option_new
    • Element: global
  3. Open the dictionary record for the global field.
  4. Review the Default value field.
  5. If the Default value is set to true, remove the value.
  6. Leave the Default value field blank so that it returns to the Out-of-Box behavior.
  7. Save the dictionary record.
  8. Retest the Remote Catalog Item submission from the Consumer instance.
  9. Verify that the MRVS variables are syncing correctly to the Provider instance.

 

Validation Steps

After applying either solution, validate the following:

  • MRVS rows are visible in the Remote Record Producer
  • MRVS values are visible in Service Portal
  • Variable values are inserted into the item_option_new table
  • Data is syncing correctly between Consumer and Provider instances
  • No errors appear in logs during submission

Final Recommendation

If List Collectors are not working in Remote Choice Definitions, MRVS is the recommended alternative for capturing multiple values.

When using MRVS in Remote Catalog Items, review the Global flag settings and validate whether the Business Rule Restrict Global for MultiRow VariableSet is preventing the variables from syncing correctly.

 



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