When a Service Catalog Request is submitted, ServiceNow natively assigns the SCTASK ticket out, but the information that was completed on a form from the Service Catalog request (the Variables) resides on the RITM ticket. For example:
We’re looking to duplicate the same variables over to the SCTASK ticket so an agent doesn’t need to manually navigate over to the RITM ticket to get the detail of what was asked.
I’ve been searching the community on this, and see numerous posts with different variations on this, but nothing has worked for me. Hoping someone might have some suggestions.
On to the specifics…..
Using Configure > Form Layout (or Design) on the RITM form, the information is collected in a section called Variable Editor.
However, if I add the same Variable Editor field to the SCTASK form, it doesn’t show on the form (it does show the presence of the field in both Form Layout and Form Design).
I also explored the various expanded Request Item drill-downs and didn’t see any of my Service Catalog form variables to add to the SCTASK form.
I’ve checked the Catalog Item and all the variables are Global, which I believe means they should be visible. One note I’ll make is that we’re using a customized Service Catalog (a copy of the OOB Service Catalog with only the items we use…which also has a Global application scope). I believe that to not be in play here, but sharing in case it might be.
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After the above failed to make the variables visible, I also tried the business rules noted in https://community.servicenow.com/community?id=community_question&sys_id=e1578369db1cdbc01dcaf3231f96... that copy comments between RITM and SCTASK tickets. I didn’t expect that to grab the form Variables, and it doesn’t. So that was of no benefit as I expected.
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If anyone can suggest a way for me to get these variables to appear on the SCTASK form, you’ll make a number of people at my company who receive SCTASK assignments very happy!
