question Re: Few of the variables values are missing on the request item form, when submitting the catalog it in ITSM forum

Few of the variables values are missing on the request item form, when submitting the catalog item.

Chirag06 — Mon, 05 May 2025 04:42:31 GMT

Customers are using instance#1 service portal(employeeportal) and submitting the catalog. This is internally re-directing to another instance #2 but different serviceportal page is used. Here customers are facing issue, user provided inputs on catalog are not captured in RITM level( All field values are empty).

Re: Few of the variables values are missing on the request item form, when submitting the catalog it

Ankur Bawiskar — Mon, 05 May 2025 04:44:22 GMT

@Chirag06

are you sure the 1st catalog item is actually getting submitted?

share how the setup is done and share screenshots.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Few of the variables values are missing on the request item form, when submitting the catalog it

Gomathi Kannan — Mon, 05 May 2025 06:40:11 GMT

Hi @Chirag06 ,

I believe, values are missing in instance #2. If yes, please check few things below

1. If your variable is of type reference/select box/lookup then check whether all choices/values available in instance #1 are also available in instance #2. Make sure that both are having same database value

2. If your variable is of type string then you can check if there is restriction/ any configuration around the variable in your instance #2

3. Lastly, you can check the field mapping mechanism that being used for redirection.

Mark it Helpful and Accept Solution!! If this helps you to understand.

BR,

Gomathi K