Service-now catalog item shows up, but no data / fields inside

[alienmadness]

Hello.

we are running ITSM4.0 with VRA 7.3.1 and Service-now Jakarta.

We can import the catalog items into service now and are displayed correctly.  But when you click on the catalog item in service-now, no fields are displayed.  Can't see the CPU, MEM, Storage, or hostname fields.  the form is completely blank.

We do see this error message in the Service-now debug log.

VRASNImportCatalog.insertVariableValidation:  Exception Caught inside VRASNImportCatalog.insertVariableValidation:  ConversionError:  The undefined value has no Properties.

any help or direction would be appreciated.

[vaibhavdane]

HI,

Have you made JSUtil Script include accessible from field 'All Application Scope'.It is also mentioned in configuration guide.Attaching the screenshot for the same.

Also can you share some screenshot of Catalog item form as well as logs.

[alienmadness]

vaibhavdane​

Yes, we have that setup.  Here are a few screen shots

jUtil

Catalog Item

Form (which is empty)

Service-Now log file

[vaibhavdane]

HI, Let me know if we can connect to go through your serviceNow instance. I work in IST time zone 9AM to 6PM.

[alienmadness]

i messaged you using the internal forum messaging.  not sure if it was sent.  if you can provide your email, maybe we can coordinate something.

[henswort]

Hi @alienmadness,

I had something similar in my instance (vRA 7.5, Kingston, Plugin v5) see: VRASN 5 (vRA 7.5 + Kingston) vRA Catalog Items Visible without Form Details

I managed to fix it via wiping away my vRA catalog items and re-importing.

Best of luck with your situation.

PeterH

[alienmadness]

thanks henswort​ we tried that and it didnt resolve anything.

one thing i noticed is that in your example/picture you had got a list of variables.  our variable list is empty.

[draymond10]

Have you checked the ECC queue for info on the Error during import?  This might shed some light on the import; check out the XML payload.  Have you tried another simple blueprint vRA maybe with limited fields? Dave

[alienmadness]

draymond10​  Yes, we just created a empty Virtual machine catalog item, with no values just a blank VM.  I see it was brought over to Service-Now, but the same issue.  no variables, etc.

the only error we're seeing is

im having the team check out the xml payload.

[CalsoftTechie]

alienmadness​ can I have look into your instance to see what is happening? You may share your instance details where you see this issue. Otherwise please suggest if we can get on call in IST time zone.

[CalsoftTechie]

alienmadness​ You may connect with first level of support. Please find out guideline below.

vRA ITSM 5.0 GSS L1 Support( VMware - How to File a Support Request Online )

[alienmadness · Accepted solution]

Seems we found the issue.

On the variables table, it wasn't able to insert records, which is why it was returning a 'null' value.  Now allowing the insert on the table specifically for this and we're able to see all the variables in the list and all the catalog items now have data to display.

Thanks

[CalebAsred]

Thanks for following up with your post with the solution. I'm having similar issues. Can you be more clear as to how you enable insert records on the variables table for the plugin? A screenshot if you have one would be helpful.

[alienmadness]

sorry for the delay.,. this was in Service-now on the DB.  it was preventing an insert.  im not the service now admin, so not sure how they did that.  There was a restriction on the table in the DB.