'Request' and 'Requested For' fields are empty for some of the RITM records

[Shubham1195]

Hello All
I am facing issue when a new request is getting created via catalog item the Request and Requested For fields stay empty for the RITM record or request is not created while RITM record is created.

I also saw the history of the records, showing sys_id under new value for both the fields, sys_id for requested_for field is found in sys_user table while sys_id of request is not found in sc_request table.

Note: I observed that users having only snc_internal role when they creates a request those records have this issue, while I as a admin create a request not facing this issue.

Could you please let me know the root cause behind it, and also suggest the steps to fix this issue.

[Rafael Batistot]

Hi @Shubham1195 

Those fields are fulfilled by sys_id

If the idea is fill with logged user, may you try, in the request variable, in field “default value” the sintaxe: 

“javascript: gs.getUserID()”

See reference 

https://www.servicenow.com/community/itsm-forum/service-catalog-request-requested-for-field/td-p/860...

[Shubham1195]

Hi @Rafael Batistot 
My more focus to get request value, could you please provide the some solution for the same.

Thanks

[Ajay_Chavan]

@Shubham1195 - 

Data Integrity and Display Values:

• Display Value for sc_request:

  The default display value for the sys_dictionary entry referencing the sc_request table might have been changed, causing the 'Request' field to appear empty even if a REQ record is linked.
• Resolution:

  Navigate to sys_dictionary.list, filter for Table = sc_request, and ensure that the 'Number' field has Display = true.

[Shubham1195]

Hi @Ajay_Chavan 

this behavior of not coming Request and Requested For data is only happening with SNC Internal user, for admin it's already working as expected.

What is causing here not updating these two values.
Also when I impersonate with SNC Internal user, the servicenow instance become too slow.

Thanks