Symptoms

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

Release

Any release supporting Service Portal

Cause

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

Resolution

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

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