Variable Values is not showing in the RITM but it is coming in the SCTask

[yashxsharma]

Hello Community,

I am facing an issue with one of the RITMs where the variable values are not visible on the RITM form, although they are visible on the related SCTask.

To investigate, I checked the XML as well as the history of the variable on the RITM form, and the values are present there. So far, I have observed this issue only with this particular RITM and have not encountered it with any others.

I am attaching screenshots of the affected RITM for your reference.

Could anyone help me understand the possible reason behind this behavior and why it has occurred only for this specific RITM?

Thank you in advance for your support.

Best regards,

Yash Sharma

[Chetna_Aggarwal]

Since the variable values are visible in the XML and History, it indicates that the variable data exists and hasn't been lost. The issue is most likely related to how the variables are being rendered on the RITM form.

Here are a few things to check:

• Variable Editor Formatter: Ensure the Variable Editor formatter is present on the RITM form. If it's missing or corrupted, variables may not display.
• UI Policy/Client Script: Verify that no UI Policy or Client Script is hiding the Variable Editor or specific variables.
• Catalog UI Policy: Check whether any Catalog UI Policy is making the variables hidden based on conditions that are met only on the RITM.
• Variable ACLs: Ensure there are no ACLs preventing the variables from being displayed for your user.
• Requested Item Variables: Open the related records in the sc_item_option_mtom and sc_item_option tables to confirm the variable mappings are intact.
• Cache/Dictionary: Try clearing the cache (cache.do) and verify whether the issue persists.

Since the issue occurs only for one RITM, compare it with a working RITM created from the same catalog item. Look for differences in:

• Variable Editor formatter
• Variable mappings (sc_item_option_mtom)
• Catalog UI Policies
• Any Business Rules or scripts that may have updated the record after submission.

If the values are visible on the SCTask but not on the RITM, it strongly suggests a rendering or variable mapping issue rather than missing data.

[Ankur Bawiskar]

@yashxsharma 

happening with admin or non-admin?

any onLoad catalog client script or catalog UI policy is running on RITM only which is clearing the value?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[yashxsharma]

@Ankur Bawiskar , this issue is coming for all the user and only in this particular RITM, for the rest of the RITMs is it working fine. I have checked the Catalog Client scripts and UI policies as well. Nothing is clearing the value in the RITM.

[Ankur Bawiskar]

@yashxsharma 

try to create new variable and see if it behaves the same for this new variable

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏