question Record producer after submission additional information is missing in ITSM forum

Record producer after submission additional information is missing

mounika7675 — Wed, 09 Jul 2025 18:11:45 GMT

Hi,

We are currently facing an issue with our record producer used for submitting incident records. The form contains around 19 variables that users are required to fill out before submission.

After submission, under the incident ticket, there is a section called "Additional Information" that typically displays a summary of all the entered values (i.e., which values were filled in for each variable).

However, this section is not appearing for some users. I’ve attached two screenshots for reference — one showing the expected behavior, and another showing the actual behavior where the section is missing.

Could you please assist us in debugging this issue?

Expected behavior screenshot

But the current behavior is

The Additional Information should display all the fileds/varialbes and their responses

Re: Record producer after submission additional information is missing

Voona Rohila — Wed, 09 Jul 2025 20:19:46 GMT

Hi @mounika7675

Can you please check if there are any catalog client scripts or catalog UI polices which has 'applies on target record' set to true?

If yes, then those scripts/rules will apply on the generated incident record too.

Refer below link:

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/product/service-catalog-management/task/t_CreatUIPolicyForSvcCalgIt.html#:~:text=Applies%20on%20the%20Target%20Record

Re: Record producer after submission additional information is missing

mounika7675 — Wed, 09 Jul 2025 21:44:54 GMT

@Voona Rohila

I don't think this will help. Because the issue is with after submission of the record producer those details needs to be visible. If you se the screenshot

Re: Record producer after submission additional information is missing

Dr Atul G- LNG — Wed, 09 Jul 2025 21:46:53 GMT

Hi @mounika7675

Technically, it should be visible to all users.
Is this happening for all Request Portals or a specific one?
Did you check the Standard Ticket Configuration?

Re: Record producer after submission additional information is missing

mounika7675 — Wed, 09 Jul 2025 21:48:40 GMT

@Dr Atul G- LNG ,

This is working fine in lower instance mesning dev, test. Its not working only in production

Re: Record producer after submission additional information is missing

Dr Atul G- LNG — Wed, 09 Jul 2025 21:50:34 GMT

Hi @mounika7675

Try to repair this plugin along with SP / or ESC plugin once

Re: Record producer after submission additional information is missing

Voona Rohila — Thu, 10 Jul 2025 05:41:40 GMT

Is 'visible on summaries' field for those variables checked?

Re: Record producer after submission additional information is missing

mounika7675 — Thu, 10 Jul 2025 10:14:32 GMT

@Voona Rohila

Visible on summaries is already enabled. Still no luck