Symptoms

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User name is not auto populated for reference variable in Service Portal

Release

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Any release supporting Service Portal

Cause

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Javascript javascript:gs.getUserID() is missing in both Reference qual" and "Default value" of the reference variable

Resolution

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1. Navigate to the variable with reference type
   2. Click Type Specifications" tab 
   3. Change "Use reference qualifier" to Advanced
   4. Add the following javascript in "Reference qualifier": 
   javascript:gs.getUserID()
   2. Click "Default value" tab 
   3. Add the following javascript in "Default value" : 
   javascript:gs.getUserID()
   4. Click Update to save the change

Additional Information

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https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-catalog-management/task/t_CreateAVariableForACatalogItem.html