Catalog Item Variables Not Visible in Service Portal or MRVS Variables MissingIssue <!-- /*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: ; } } Some variables are not visible on a catalog item form in specific browsers (for example, visible in Chrome but not in Internet Explorer).MRVS variables are not visible on the Catalog Item view in Self Service. The issue is reproducible for end users but may not appear in all nodes or environments. Applies To All releases; MRVS issue specifically observed in Washington DC Patch 9 environments. Root Causes Issue A Browser-Specific Variable Visibility Cause: Node-specific caching or runtime inconsistency where one application node serves stale or corrupted client assets, causing variables to fail to render in some browsers.Issue B MRVS Variables Missing Cause: A customized catalog_item macro that deviates from out-of-the-box behavior and prevents MRVS variables from rendering in the Self Service view. Resolution Overview Issue A: Identify the affected application node and restart the node(s) exhibiting the caching issue.Issue B: Revert the customized catalog_item macro to the out-of-the-box version. Detailed Resolution Steps Issue A: Node Specific Variable Visibility Identify the node the user is connected toOpen the instance and navigate to stats.do (type stats.do in the filter navigator or enter https://<instance>.service-now.com/stats.do in the browser).Locate the line that begins with Connected to cluster node and note the node name/number shown on the second line.Confirm browser-specific behaviorReproduce the issue in the affected browser and in an alternate browser on the same machine.If variables appear in one browser but not another, and the node differs from other working sessions, proceed to next step.Restart the affected node(s)Open a support case with ServiceNow Support. Provide the node name(s)/number(s) and a description of the issue, including reproduction steps and affected browsers.Request a node restart for the identified node(s). Support will coordinate the restart to clear cached assets and runtime state.Post-restart verificationHave the user clear the browser cache or open a private/incognito session and re-test the catalog item form.Confirm variables render correctly across browsers. Issue B: Revert Customized Macro for MRVS Confirm macro customizationInspect the catalog_item macro used by the Self Service page. Determine whether it has been modified from the out-of-the-box (OOTB) version.Revert to OOTB macroReplace the customized catalog_item macro with the OOTB version. If a direct revert is not available, restore the macro from a known-good backup or from a baseline instance.If changes are required rather than a full revert, ensure the macro includes the standard MRVS rendering logic used by OOTB.Verify MRVS renderingTest the Catalog Item view in Self Service to confirm MRVS variables are visible and behave as expected. Verification Checklist Clear browser cache or use a private browsing session before retesting.Test the same catalog item on multiple nodes to confirm node-specific behavior is resolved.Confirm MRVS variables render in Self Service after macro revert.Confirm no other customizations interfere with variable rendering (UI policies, client scripts, catalog client scripts) Preventive Actions Avoid customizing the catalog_item macro unless necessary; document and version-control any changes.When deploying UI or macro customizations, test across supported browsers and across multiple application nodes.Monitor node health and cache behavior after deployments; schedule node restarts during maintenance windows if repeated caching issues occur. When to Contact Support Open a ServiceNow Support case when: You have identified a specific node that consistently serves incorrect or stale assets and a node restart is required.You cannot locate a clean OOTB copy of the catalog_item macro to restore MRVS functionality. Provide: instance name, node name(s)/number(s), browser(s) tested, reproduction steps, and screenshots or video if available. Related Information Troubleshooting tip: If only a subset of users are affected, confirm their sessions are routed to the same node.Rollback guidance: Keep a backup of any macro customizations so you can quickly revert to OOTB behavior if issues arise. 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 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: ; } } Please refer the resolution listed under each issue column