RITM Variable Values Not Visible and MRVS Data Not Reflecting in Service Portal Variable EditorIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This article addresses two Service Portal issues that prevent variable data from displaying or saving in the RITM variable editor: (1) variable values not visible or not saved when an RITM is opened in the Service Portal Form widget, and (2) Multi Row Variable Set (MRVS) rows not reflecting or submitting to the RITM variable editor. Both issues are caused by custom widgets replacing the out‑of‑the‑box variable editor and are resolved by restoring the OOTB widget. Symptoms Variable values are not visible in the RITM variable editor when opened via the Service Portal Form widget.Entered values appear not to save from the portal, yet the backend sc_req_item table shows values present.MRVS rows are not submitted or do not appear in the RITM variable editor after submission.Issue is limited to Service Portal; platform UI may show variables and values correctly. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All releases using Service Portal where the UI Formatter or page uses a custom variable editor widget. Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } A custom widget has been configured in the Service Portal UI Formatter (the com_glideapp_servicecatalog_veditor record) in place of the out‑of‑the‑box sp-variable-editor (or the OOTB widget version has been altered). Custom or modified variable editor widgets can break the client‑side behavior required to render and submit standard variable and MRVS data to the RITM. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Resolution Inspect the Service Portal UI Formatter Navigate to the sp_ui_formatter.list.Open the record with the name com_glideapp_servicecatalog_veditor. Verify the configured widget Confirm the Widget field is set to sp-variable-editor.If the widget is already sp-variable-editor, confirm the widget version is the OOTB version and has not been customized. Revert to OOTB widget if customized If a custom widget is present, replace it with the OOTB sp-variable-editor widget.If the OOTB widget was modified, restore the original OOTB version from a baseline instance or a known good backup. Test the change Open the affected RITM in the Service Portal Form widget.Verify variable values are visible in the variable editor and that new or edited values persist after save.Test MRVS rows to ensure they submit and reflect correctly on the RITM. If OOTB widget is not available Restore the widget from a baseline instance or request the OOTB widget from a backup.Avoid using custom variable editor widgets unless they fully replicate OOTB behavior for variables and MRVS. Verification Checklist Variable visibility: Variables display correctly in the Service Portal variable editor.Persistence: Values entered in the portal are saved and visible in both the portal and the sc_req_item record.MRVS behavior: Multi Row Variable Set rows submit and appear on the RITM.Widget validation: com_glideapp_servicecatalog_veditor references sp-variable-editor and the widget matches OOTB code. Preventive Recommendations Avoid replacing the OOTB variable editor widget unless absolutely necessary.If customization is required, thoroughly test variable rendering and MRVS submission across Service Portal pages and browsers in a subproduction instance.Keep versioned backups of any widget customizations and document changes in change control.Include variable and MRVS test cases in deployment validation plans. When to Contact Support Open a ServiceNow Support case when: You cannot locate or revert the customized widget to OOTB.Restoring the OOTB widget does not resolve the issue. Provide: instance name, sys_id of the com_glideapp_servicecatalog_veditor record, screenshots, reproduction steps, and any relevant browser console or server log entries.