Workspace/UI Builder Issue: Variable Summarizer Not Populating Data in Record

[Prinssi]

Hello Everyone,

Background:

We are developing a custom application with a custom request table (extended from the task table), and this application includes a new workspace for the fulfillers to utilize for managing their tickets.

The form view of this new request has a UI Formatter to display the variable information that was provided from the record producers associated with the request.  This UI Formatter is using the out-of-box UI Macro: com_glideapp_questionset_default_question_editor.

The UI Formatter is successful in displaying the variable data in both the UI16 and Polaris ServiceNow base platform views.

We have been using the out-of-box template, Workspace App Shell, to create the workspace, and have made very little (if any) customization.

The Issue:

The form component on the record page in the workspace is populating only the data from the record itself.  The UI Formatter is displaying the correct variable fields, but the values for all of the variables are blank.  See image below for illustration (everything below "Variables" is part of the summarizer):

Other Details that May Be Applicable:

This is our first workspace.

We started development after upgrading to Tokyo.

Our development has been conscious of avoiding Agent Workspace since it will ultimately be replaced by Service Operations Workspace.

[naresh831]

Did you able to fix the issue? We are having same issue. 

[Prinssi · Accepted solution]

After working with Now Support, we were able to solve this.  The workspace issue was caused by a configuration that was made for the mobile app.

On the task table, in the dictionary entry for 'variables' field, the value of 'active' was set to 'true'.  The 'variables' variable needs to be set to 'false' for the variable summarizer to work correctly in workspaces. 

Since this change was up on the task table, the issue presented with all of our extended tables, which is why the variable summarizer did not work with any of our ticket types (both out-of-box and custom).  After switching to 'false', everything was working as expected.

Also, 'false' is the default/out-of-box value for the 'variables' dictionary entry, so our resolution will only work if your organization has altered that field on task or any child tables.

Hopefully your issue is similar, but if not, you might need to open a Support ticket.

[yjh]

Thank you for sharing the solution, I had the same problem and deactivating the 'variables' dictionary entry solved the problem