The issue is with the Software Details multi-row variable set in RITM. Initially, the requester had two software rows, but the caller reported that after the request was assigned, the same rows appeared duplicated, making four rows.
I checked the backend sc_multi_row_question_answer table and confirmed that the duplicates are actually stored in the database, so this is not just a display issue. All four current rows were created together at the same time by the same user.
I also reviewed the available Catalog Client Scripts and UI Policies related to Software Details. So far, I haven't found any script that directly adds or duplicates MRVS rows. The caller observed the problem after assignment, but we cannot yet say assignment itself caused it.
