How to copy data into the TASK from the RITM

stevenhumpherso · ‎09-22-2017

Good day, ever helpful community...

I have a situation where my production instance of ServiceNow 'somehow' copies the inputs from the Service Catalog input (RITM) into the task. However it does not do this on my Dev instance. Could you wonderful people please advise on how I can find out 'HOW' this has been done. So that I can mirror both systems. I did not build the original service Catalog in production. I am therefore building\testing the updated Service Catlog for IT & a brand new SC for our facilities team.

I'm currently in testing for the new catalog (for Facilities) & I've noticed that for both the standard IT service catalog (which I have built) & the newly created facilities Service catlog (which ive also built) this is not available. please see example screenshots.

Production (not built by me)

Dev (built by me)

I'm aware that this 'may' turn into a long list of places to check. I'm also aware that when I transfer the update sets from dev to prod this may also 'just work'... however. I don't want to take any chances & would love any help to get to the bottom of this. plus surely dev should match prod.

Once found. I will also happily post 'how' this was done. As I've noticed & found a number of posts asking how to do this.

Thanks in advance.

kchorny · ‎09-22-2017

Check the Catalog Task activity and look for a statement in the script section that copies the item variable to the task work notes. Something like:

task.work_notes = current.variables['your_variable_name'];

Also, do you know that you don't have to copy the variable contents to the task if you are only trying to make them visible to your techs? You can show the variable on the task just by using the Add variables section of the workflow, then adding the variable editor to the task form.

View solution in original post

saprem_d · ‎09-22-2017

Hello,

Can you please check if there is a business rule running on sc_task table and doing a gliderecord on sc_req_item table to copy item details on task.

harishdasari · ‎09-22-2017

Hi Steven,

Open your DEV and PROD instances and compare the business rules which are on sc_task table.

Now you should find either one business rule might have been inactive or deleted.

Thank you

stevenhumpherso · ‎09-22-2017

Thank you both. However im still not quite there. I have checked both & found the following:

Note: this is a screenshot from Prod which mirrors Dev. the one I 'thought' was the rule is called... Auto Populate Request Field

this is the script screenshot

However this is found 'exactly' the same on both dev & prod. I even tried to recreate this. with no joy... Please advise.

Kannan Nadar · ‎09-22-2017

Hello Steve,

Can you write a new business rule to copy the data from RITM to TASK? Checkout the below link, there is a code provided by Brad Tilton which can be used by you

Import Variables into Description Field / RITM