How to render empty variables inside RITM's variable editor?

[Pooja Yuvaraj]

I have a scenario where the variable editor needs to have variables irrespective of values present in it. Currently I can see RITM renders only non-empty variables after request submission. I have tried both UI policy and Client script with Applies on Requested Item, to validate this but only can view the non-empty variables.

I want to display both empty and non-empty variables in the variable editor of RITM form so that the ITIL user will fill the empty variables on behalf of external users in RITM.

Note: Non-empty variables are rendered correctly in the RITM form. Now I just want empty variables inside RITM form.

Can anybody suggest me the possible solution?

[Rafael Batistot]

Hi @Pooja Yuvaraj 

By default, ServiceNow’s Variable Editor only shows variables that have a saved value in the ⁠sc_item_option⁠ table upon request submission. Empty fields are omitted entirely.

To make empty variables visible on the RITM:

1. Set Default Values: Give the variables a default value (like a single space ⁠' '⁠ or ⁠'N/A'⁠) in the variable definition so ServiceNow creates the record on submission.

2. Use an ⁠onSubmit⁠ Script: Add an ⁠onSubmit⁠ Catalog Client Script on the Catalog Item view to set empty fields to a single space ⁠' '⁠ right as the user submits the form.