Variables are not saving its value after submitting the catalog item from backend and portal.Issue <!-- div.margin { padding: 10px 40px 40px 30px; } table.tocTable { border: 1px solid; border-color: #e0e0e0; background-color: #fff; } .title { color: #d1232b; font-weight: normal; font-size: 28px; } h1 { color: #d1232b; font-weight: normal; font-size: 21px; margin-bottom: 5px; border-bottom-width: 2px; border-bottom-style: solid; border-bottom-color: #cccccc; } h2 { color: #646464; font-weight: bold; font-size: 18px; } h3 { color: #000000; font-weight: bold; font-size: 16px; } h4 { color: #666666; font-weight: bold; font-size: 15px; } h5 { color: #000000; font-weight: bold; font-size: 13px; } h6 { color: #000000; font-weight: bold; font-size:14px; } ul, ol { margin-left: 0; list-style-position: outside; } --> Symptoms Variable value is not getting saved in portal as well as backend. Release Madrid Cause For backend - Variable and variable set internal names are same. For portal - Widget configured in "sp_ui_formatter" table, which replaced sp-variable-editor (the OOTB one) Resolution For backend - As per documentation - Variable and variable set internal name should not be same , so change the internal name. https://docs.servicenow.com/csh?topicname=service-catalog-rn.html&version=latest https://support.servicenow.com/kb_view.do?sysparm_article=KB0712554 For Portal - If it was working in previous versions and stopped working after upgrade ,Re-clone "sp-variable-editor" and add your customization again which will resolve the issue from portal.