Variable choices are not visible in RITM when the catalog item is submitted.

[jyotsna1]

Variable choices are not visible in RITM when the catalog item is submitted. I have checked everything to identify why the variable choices are not visible in RITM, also there are no validations like UI policies or Client scripts for that variable.

Could you please help me where am I missing.

[shloke04]

Hi,

Did you check both Client and Catalog Client Scripts? Can you try checking the Global checkbox as True and check again.

Regards,

Shloke

[shakeelw]

Hi.

Can you please verify that the service portal widget being used by your service portal page "sc_cat_item" is the OOTB (non-customized) version of the default "SC Catalog Item"?

I faced this issue some time ago since I am using a customized version of the "SC Catalog Item" service portal widget that is being used by my "sc_cat_item" service portal page.

If you're not sure, then follow these steps:

1. Navigate to "Service Portal" -> "Pages" and search for and open the page record with ID "sc_cat_item". Under "Page Content" -> "Service Catalog - Container 2" -> "Instance", check the name of the "SC Catalog Item". Should be the same, i.e. "SC Catalog Item". If it's not then you're using a customized Service Portal widget and the customization was not done correctly. If it is the same, then proceed to the next step.

2. Navigate to "Service Portal" -> "Widgets" and search for the widget with the Name "SC Catalog Item". Check the "Updated" and "Updated by" to determine if this was modified by you or someone else in your organization. If it was, then you're using a customized Service Portal widget and the customization was not done correctly.

Post your findings here once you're done checking.

[jyotsna1]

We are using the OOTB SC Catalog Item widget. 

It is working good in our pre-prod instances, not working in production after instance upgrade.

[Raf1]

This post might help:

https://community.servicenow.com/community?id=community_question&sys_id=6abff66ddb58dbc01dcaf3231f96...