Decoding ServiceNow: Where Multi-Row Variable Set Data Lives
- kelly.ryu
- Apr 30
- 3 min read
Are you wrestling with Multi-Row Variable Sets (MRVS) in ServiceNow and wondering where the data actually resides? Perhaps you're encountering errors preventing you from updating a Request Item (RITM), or maybe you just need to directly access and manipulate the data stored within those rows. This article sheds light on the underlying table and provides insights into accessing and managing data within MRVS. This is crucial knowledge for ServiceNow developers, administrators, and anyone working with Service Catalog items leveraging MRVS.
Unveiling the Mystery: The sc_multi_row_question_answer Table
The information entered into a Multi-Row Variable Set isn't stored directly within the RITM record itself. Instead, ServiceNow stores this data in a dedicated table called sc_multi_row_question_answer. This table is specifically designed to house the data collected through MRVS instances.
Why is this important?
Knowing this allows you to directly query and, if necessary, modify the data associated with an MRVS, especially when facing issues that prevent updates through the standard RITM interface.
Troubleshooting MRVS Issues: A Practical Example
Let's say a user submits a catalog item with a MRVS containing a "Network Path" field. If they accidentally enter an invalid character, like a trailing backslash (\), it might cause a script error that prevents updates to the RITM.
The Problem: You can see the incorrect value on the RITM form, but you are unable to update the RITM due to the script error.
The Solution: Instead of struggling with the RITM, you can directly access the sc_multi_row_question_answer table and correct the invalid character.
Step-by-Step Instructions:
Identify the Affected RITM: Note the sys_id of the RITM experiencing the error.
Access the sc_multi_row_question_answer Table: Navigate to the sc_multi_row_question_answer table within ServiceNow.
Filter for the Relevant Records: Filter the table based on the request_item field, using the sys_id of the affected RITM. You will also need to identify the specific MRVS variable on the RITM to filter down to the specific records.
Locate the Incorrect Entry: Identify the row within the table that corresponds to the problematic "Network Path" entry. You may need to examine other fields within the row to confirm it's the correct one.
Correct the Value: Edit the "Network Path" field directly within the sc_multi_row_question_answer record, removing the invalid character (e.g., the trailing backslash).
Verify the Fix: Return to the RITM and confirm that the error is resolved and you can now update the record.
Alternative Approaches
While direct table modification can be effective, it's crucial to exercise caution. Always back up data before making changes directly in database tables. Other options for mitigating these issues include:
Client-Side Validation: Implement client-side scripts to validate user input before submission. This can prevent invalid characters from being entered in the first place.
Transform Scripts: Employ transform scripts during data imports or integrations to cleanse and validate data before it's stored.
Error Handling in Scripts: Implement robust error handling in your scripts to gracefully manage unexpected inputs and prevent script errors from blocking updates.
Key Takeaways and Next Steps
Understanding that Multi-Row Variable Set data is stored in the sc_multi_row_question_answer table is essential for troubleshooting and managing your ServiceNow Service Catalog effectively. By knowing how to access and manipulate this data, you can resolve errors and ensure data integrity.
Actionable Next Steps:
Familiarize Yourself: Explore the sc_multi_row_question_answer table in your ServiceNow instance.
Implement Validation: Add client-side validation to your catalog items to prevent data entry errors.
Practice Scripting: Experiment with scripting to access and manipulate MRVS data for advanced use cases.
By proactively addressing potential issues and understanding the underlying data storage, you can unlock the full potential of Multi-Row Variable Sets in your ServiceNow environment.
