question Re: Variable not transferring to RITM in ITSM forum

Variable not transferring to RITM

pagdenl — Fri, 07 Sep 2018 13:31:48 GMT

We just upgraded our DEV instance to London Patch 1. First thing I noticed is when a request comes in one of the variables is not transferring over to the RITM. It is a required field when you complete the request. Why would it not transfer over?

Re: Variable not transferring to RITM

pagdenl — Fri, 07 Sep 2018 13:35:38 GMT

variable debug

07:34:47 (482)sc_req_item.doERROR: invalid field ('VE7437995f4f9823007a13e57d0210c7a9') passed to g_form.hideFieldMsg

Re: Variable not transferring to RITM

Mark Stanger — Fri, 07 Sep 2018 13:36:05 GMT

Need some more information here. Where is the variable defined? When you say 'transfer over', where do you expect to see it? Some screenshots would be helpful.

Re: Variable not transferring to RITM

Brad Tilton — Fri, 07 Sep 2018 13:36:25 GMT

What kind of variable is it? Is it possible there is a client script or security running against the catalog item that only applies on the ritm form? Also check to see if there is a client script running on the RITM.

Re: Variable not transferring to RITM

pagdenl — Fri, 07 Sep 2018 13:45:07 GMT

On the RITM form we have the variables tab and this is where the variable should be showing.

Re: Variable not transferring to RITM

Mark Stanger — Fri, 07 Sep 2018 13:48:52 GMT

So the variable is showing but the value is empty? Is that the problem?

Re: Variable not transferring to RITM

pagdenl — Fri, 07 Sep 2018 13:49:12 GMT

correct

Re: Variable not transferring to RITM

pagdenl — Fri, 07 Sep 2018 13:53:16 GMT

This the only client script I see that is running on the RITM

Re: Variable not transferring to RITM

pagdenl — Fri, 07 Sep 2018 13:53:58 GMT

I did deactivate it and tried it again, but same results.

Re: Variable not transferring to RITM

Mark Stanger — Fri, 07 Sep 2018 13:58:55 GMT

Brad, we probably have too many cooks in the kitchen here. I'll let you run with this one so we aren't sending conflicting messages. I'd probably check the 'sc_item_option_mtom' table next just to make sure the variable is actually populated there. Would tell you to look at something in the client or not. Let me know if you would like my help in jumping back in!

@pagdenl, you're in great hands!

Re: Variable not transferring to RITM

Brad Tilton — Fri, 07 Sep 2018 13:59:48 GMT

If the variable shows and and doesn't have a value, you might try running the variable debugger on the catalog item form to see if anything is clearing out the value at some point:

https://docs.servicenow.com/bundle/kingston-it-service-management/page/product/service-catalog-management/task/debug-actions-on-catalog-item-variables.html

Re: Variable not transferring to RITM

pagdenl — Fri, 07 Sep 2018 14:26:14 GMT

I did that earlier and the only thing I see that might be a problem is the error listed above.

Here is what I am getting

07:34:47 (482)sc_req_item.doERROR: invalid field ('VE7437995f4f9823007a13e57d0210c7a9') passed to g_form.hideFieldMsg

Re: Variable not transferring to RITM

Brad Tilton — Fri, 07 Sep 2018 14:31:24 GMT

I would add some logging on the created record in the form of an insert business rule to try to pinpoint where you're losing the value. Also, if you've deactivated all the client scripts and are still seeing a JS error I would investigate that a bit more.

Re: Variable not transferring to RITM

pagdenl — Fri, 07 Sep 2018 15:24:33 GMT

Just letting you know, apparently you cannot have your variable set and the variable as the same name. It has been working all this time but in London it is not allowed. New rules now. Sorry for all the hassle.. This was to easy..

Thanks for all the advice. great information..