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.

[Tanushree Maiti]

Hi @Pooja Yuvaraj 

Can you explain what business wants to achieve with empty variables under Variable editor. 

As per my understanding, in ServiceNow, a service request can involve different personas, such as the end user, approver, and fulfiller/technician. Each persona may have different responsibilities during the request lifecycle.

Business requirements may sometimes require certain variables to remain empty initially so that the fulfiller can populate them later through the Variable Editor on the Catalog Task . These variables might capture additional information gathered during fulfillment or details that are only available when the task is being worked on.

However, not all variables need to be displayed or editable by the fulfiller. Typically, only the relevant variables required to complete the task should be made available, depending on the business process.

The key objective is to ensure that the right information is captured by the right person at the right stage of the request lifecycle, without unnecessarily exposing all catalog variables to the fulfiller.

In ServiceNow, the Variable Editor is a critical component on the Requested Item (RITM) form because it acts as the visual bridge between the Service Catalog and fulfillment tasks.

When a user submits a catalog item, the information they type into the questions (variables) is not saved into standard fields on the sc_req_item table. Instead, it is stored in specialized backend mapping tables

Refer: KB2918576 Variable Editor on the RITM and task records 

Fulfillers, ITIL users, and system admins managing requests inside variable editor of  the native ServiceNow UI can see what the user actually ordered.

[glideFather]

@Pooja Yuvaraj i cannot see how the variable behaviour is set (mandatory, read-only, hidden/visible).

but the behaviour you set on the portal view will be applied in backend due to the "Applies on RITMs": true

Try to uncheck that field and see what happens, i cannot guarantee it will work as I don't see the parallel configurations but it is something that you might try if nothing else helps.

[Ankur Bawiskar]

@Pooja Yuvaraj 

Out of the box even empty variables are shown on variable editor on RITM and SC Task

Did you check any custom script is hiding those variables on RITM/SC Task variable editor?

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