Notifications

12721 views

Symptoms


  • No variables on form
  • Variable not visible
  • Variable in the form cannot be updated

Resolution


When ordering an item in the service catalog, the information collected from variables on the item form is normally transferred into a different record:

  • For standard items, such as a mobile phone, the target record is a sc_req_item.
  • For record producers, the target record is defined by configuration, for example, Create Incident has the target record incident.

If you do not see the Variable Editor field on the target record form, there are a few possible issues.

To troubleshoot the Variable Editor on target records:

  1. Navigate to the target record.

  2. Click Personalize Form Layout.

  3. Ensure that the Variable Editor field is added to the form. 

    The exact name of the list item may vary depending on the target record.

    If you do not see the Variable Editor option on the list, you may have misconfigured UI Formatter records in your instance.

  4. Navigate to System UI > Formatters.

    The following four records must be present, active, and unmodified:

    • Change Variable Editor (change_request: com_glideapp_questionset_default_question_editor)
    • Incident Variable Editor (incident: com_glideapp_questionset_default_question_editor) 
    • Variable Editor (sc_req_item: com_glideapp_servicecatalog_veditor)
    • Variable Editor (sc_task: com_glideapp_servicecatalog_veditor)

    If any of these records are missing, inactive, or have been modified, the Variable Editor may not appear on the Personalize form list.

If you still do not see the Variable Editor, one may not be available for the form. In the base system (out-of-box), the Variable Editor is only available for Incident, Change, Request Item, and Service Catalog Task.

To see the Variable Editor on any other form, create your own formatter.

  1. Navigate to System UI > Formatters.

  2. Click Create New.

  3. Provide the values for the formatter.

    • If using Fuji or a later release, add the following information:

      Name: Variable Editor

      Formatter: com_glideapp_questionset_default_question_editor

      Table: Select the table whose form you would like to make the formatter available for

      Type: Formatter

      Active: true

    • If using a pre-Fuji release, use the following settings:

      Name: Variable Editor

      Formatter: com.glideapp.questionset.DefaultQuestionEditor

      Table: Select the table whose form you would like to make the formatter available for

      Type: Component

      Active: true

  4. Click Submit.

  5. Navigate to the form, personalize the form, and check that the Variable Editor appears

By default, only task extended tables are allowed for a variable editor. However, if you want to add a variable editor to a non-task extended form, contact Customer Support and ask them to perform the following procedure so that the variables in the form can be updated:

  1. Navigate to System Definition > Tables.

  2. Select the table to which you want to add the variable editor.

  3. Create a new column with the following values:

    Type: Variables

    Column label: Variables

    Column name: variables (Customer may not be able to create a column name without "u_")

    Active: true

  4. Navigate to the target record.

  5. Click Personalize Form Layout.

    Make sure Variables is removed from the form.

If you still have tried all of the troubleshooting steps above and still cannot see the Variable Editor, you may be looking at the incorrect view. For example, for sc_req_item in the base system, only the Default View shows the Variable Editor. For incidents, the Variable Editor does not appear in any view.

If you are in the correct view and all settings are configured correctly but the Variable Editor still does not appear, you may have a client script or UI policy running that prevents the Variable Editor from appearing. This can happen if there are variable names on the item that are the same name as field names on the form. For example, if you have a variable named Impact and a field named Impact, a client script that attempts to hide the Impact field may hide the variable and make it appear as if the Variable Editor is not on the form. (This will not occur unless you have double logic to hide the field.) Ensure that you do not have a client script or UI policy that performs logic on variables that have the same names to fields on the target record. For more information about setting up variables, see Determining what combination of configuration policies you are using.

Article Information

Last Updated:2018-06-26 03:42:19
Published:2018-05-18