Since upgrading to Eureka, checkbox variables do not appear as grouped. This only happens when the checkbox variables are held inside a Variable Set.

For example, a variable set containing a label variable followed by 3 checkbox variables that is added to a catalog item. The label variable is ignored and each checkbox variable is rendered individually with their own headers. The image below shows what that configuration looks like for customers impacted by this issue. The correct way for this to behave would be the last 3 checkboxes.

Note: Customers are impacted if their instance is on Eureka (Patch 7 or earlier patches). Dublin and earlier releases are working as expected.

Steps to Reproduce

  1. Create a catalog item that contains a label variable followed by two check box variables.
  2. Add a variable set. 


There are 2 possible ways to alleviate this issue:

  1. If the variable set affected in the instance is not attached to multiple Catalog Items, then you can attach the checkboxes to the Catalog Item directly.

    • Ensure that Variable Set is only connected to one Item
      • Check by navigating to https://<INSTANCE_NAME>.service-now.com/io_set_item_list.do?sysparm_query=variable_set.name%3D<VARIABLE_SET_NAME>
      • You should only see 1 record here.
    • Navigate to the Catalog Item and Detach the Variable set from the Item
      • You can do so by opening the item and removing it from the related list called 'Variable Sets'
      • Note: Make note of the order field value. E.g. 700
    • Navigate to the impacted Variable Set. In the related list 'Variables', add the extra column 'Cat Item'
      • They will be blank by default, but add them to the item that you removed the Variable set from
    • This will show the same variables now on the item without using the variable set
      • Note: The order on these newly added variables may not be correct for the item. You will need to adjust the ordering accordingly - the order field value from the variable set related list may be needed. E.g. if the order on the set was 700, then the newly added variables may need to be ordered 700, 701, 702... so that they appear in the same place the variable set used to appear.

  2. Unfortunately if the variable set is used by many Catalog Items, then the first workaround is not suitable. In this case, please make a request to upgrade your instance to a patch where the issue has been fixed. 
    • The fix is available in Eureka Patch 8 and all later Patches and Releases


Related Problem: PRB613011

Seen In

Calgary Patch 2 Hot Fix 5
Calgary Patch 3 Hot Fix 1
Eureka Patch 4 Hot Fix 1
Eureka Patch 6
Eureka Patch 6 Hot Fix 1
Eureka Patch 6 Hot Fix 2
Eureka Patch 7
Eureka Patch 9 Hot Fix 4

Fixed In

Eureka Patch 7 Hot Fix 1

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2016-07-25 12:32:54