Requested for populated with someone who is not the submitter of the catalog item form

[debrasimpson]

Hi,

I'm wondering if anyone has seen this behavior before and might have some insight.

I have a catalog item that has only a Submit button on the form, no client script, and nothing in the workflow that refers to the Requested for. In a small percentage of the requests generated by the submission of this catalog item, the Requested for is being populated by someone who is not the Opened by. The incorrect Requested for seems to always be someone with an itil role. I've looked at the records and no one is manually changing the Requested for. The records are being created with the wrong Requested for. I am unable to reproduce the issue. Impersonating the submitter and filling out the form exactly as the submitter did results in the correct Requested for.

Any recommendations on how to troubleshoot this would be appreciated.

Debra Simpson

[debrasimpson]

After further investigation this looks like it's not related to a particular catalog item. In looking at previous requests for the person who is the wrong Requested for, I can see other requests, submitted using other catalog items, where the same thing is happening. The non-IT user is submitting a request for themselves and an IT person is appearing as the Requested for. 

[HugoM]

We have the same issue....not reproducible... have you had any luck in finding the root cause for this?

[HugoM]

Well ok,  I might have found the root cause, please check out this article from ServiceNow 
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0725189

[debrasimpson]

Thanks, HugoM. I believe this is the right solution. Will try it and let you know.

Debra