How to fix it

  1. Navigate to Service Catalog > Catalog Definitions > Maintain Items and open your catalog item.
  2. Click the Variables tab and identify variables that should be saving but aren't.
  3. For each problematic variable, check the Map to field column. If empty, double-click the variable to open it.
  4. In the variable record, scroll to the Map to field field and select the target table (usually sc_req_item for RITM fields or sc_task for task fields).
  5. Choose the specific field where you want the variable value saved (e.g., work_notes, short_description, or a custom field).
  6. Verify the variable type matches the target field type. String variables work with most fields, but choice variables need choice fields, and date variables need date/datetime fields.
  7. Save the variable record and test by submitting a new catalog request.
  8. If variables still aren't saving, navigate to Service Catalog > Catalog Definitions > Catalog Client Scripts and filter by your catalog item.
  9. Look for scripts with Type = onSubmit and examine the script body for calls to g_form.setValue('variable_name', '') or g_form.clearValue().
  10. Comment out or modify any script lines that clear your variables during submission.
  11. Check that variable sets are properly linked by going back to your catalog item and clicking the Variable Sets related list.
  12. Verify the variable set containing your problematic variables is listed with a valid Order value (typically 100, 200, 300, etc.).
  13. Finally, open each problematic variable record and ensure the Read only checkbox is not selected.
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After making changes, test immediately with a new catalog request. Check the resulting RITM or task record to verify your variable values appear in the mapped fields. Use browser developer tools to inspect form submission if values still aren't saving.