Issue applying the template with variable names that are the same as the field names on a request item/catalog task in agent workspace/configurable workspace when the request item/catalog task has a read-only variable - Known Error

Issue applying the template with variable names that are the same as the field names on a request item/catalog task in agent workspace/configurable workspace when the request item/catalog task has a read-only variable Description There is an issue applying the template with variable names that are the same as the field names on a request item/catalog task in the agent workspace/configurable workspace when the request item/catalog task has a read-only variable.

For demonstration purposes, the "additional comments" field is used. The following error is encountered in Agent Workspace/Configurable Workspace when applying the template in the "additional comments" field of the catalog task when the catalog task has a read-only variable comments field:

Agent Workspace: [Template name] Template Not Applied Set Fields: Unable to update field Additional Comments

Steps to Reproduce

Pre-requisite: A. Create a template for sc_task with template for additional comment Name: Test Comment Table: Catalog Task [sc_task] Active: True Global is ticked Temple: Additional comments = testing 123

B Create Catalog item with variable name comments and process engine creating a catalog task Name: Test Template ******************** Item Details Tab Short Description: Test Template ******************** Process Engine Tab Flow: Service Catalog item request

******************** Create Variables Type: MultiLine Text Questions: Comments Name: comments

C. Create Catalog UI Policies to set it as Read-only in Catalog Task Applies to: A Catalog Item Test Template Short Description: Read-only Variable

******************** When to Apply tab Applies on a Catalog Item view is unticked Applies on Catalog Tasks is Ticked Applies on Requested Items is Ticked

******************** Catalog UI Policy Actions Variable name: comments Mandatory: Leave alone Visible: Leave alone Read only: True

D. Modify the OOB Flow Designer so that the variables editor will display in the catalog task a. Open the OOB https://[instancename].service-now.com/$flow-designer.do?sysparm_nostack=true&sysparm_use_polaris=false#/flow-designer/30f3d26187e92300e0ef0cf888cb0b91 b. update step 7 with the following details: - Template Catalog Item [Catalog Item]: Test Template - Under Catalog Variables, move comments from Available to Selected - Click Done c. Save and Activate your changes

E. Configure the Form Layout of Catalog Task Workspace view to add Additional comments under Work notes a. Open any Catalog Task b. In the hamburger icon, click Configure > Form Layout c. make sure your view name is Workspace and click Edit this section if you are on a different application other than Service Vatalog - Service Workspace application. d. Move Additional comments from Available to Selected. e. Adjust the position of Additional comments under Work notes f. Click Save button

1. As admin, navigate to Service Catalog > Catalog Definitions > Maintain Items 2. Open Test Template catalog item 3. Click Try It button 4. Click Order Now 5. Click Test Template 6. Under Approvers tab, right-click the Requested state and click Approve. If the Approvers tab is empty, refresh the page. Flow Designer might have just taken some time to generated the approval record 7. Refresh the page until Catalog Tasks related list is generated 8. Open the generated Catalog Tasks in Agent Workspace/Configurable Workspace and apply the template

Expected behavior: Template is applied

Actual behavior: The following error message is displayed: [Template name] Template Not Applied Set Fields: Unable to update field Additional Comments

Workaround After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current or near future releases. We do not make this decision lightly, and we apologise for any inconvenience.