If more than one field on the User [sys_user] table references sys_user_group, reference qualifiers to sys_user_group might not work. The relationship between 'Assigned to' and 'Assignment Group' on the [task] table might not work correctly, with the users lookup returning an empty list when Assignment Group is set.


Steps to Reproduce


  1. Open an incident, and set Assignment Group to Hardware.

  2. Click the reference icon (magnifying glass) next to Assigned to.

    A list displays the users belonging to the Hardware group. SQL debug will show a select from the  sys_user_grmember table with a condition matching the group field with a sys_id from the selected Assigment Group record.

  3. Add a new field on the User table with the following values:

    Table: sys_user
    Type: Reference
    Label: Test PRB705148
    Name u_test_prb705148
    Referenced table: sys_user_group

  4. Open an incident and set Assignment Group to Software.

  5. Click the reference icon next to Assigned to.

    Notice the list shows No records to display. SQL debug will show a select from the sys_user table with a condition matching the group field with a sys_id from the selected Assignment Group record.


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 these decisions lightly, and we apologize for any inconvenience.

As a workaround, use one of the two options below:

Use an "Advanced" Reference Qualifier to specify the selection criteria.

Make sure the name of the field contains _group as the suffix.

  NOTE: Do not merely rename the field, but create a new field with the required _group suffix,
  transfer the data from the old field, and then remove it. If you need to implement this from
  the back-end to avoid data loss, please contact ServiceNow Technical Support.




Related Problem: PRB705148

Seen In

Fuji Patch 12 Hot Fix 1
Fuji Patch 13 Hot Fix 1
Geneva Patch 6
Geneva Patch 6 Hot Fix 2
Geneva Patch 7
Geneva Patch 8 Hot Fix 1
Helsinki Patch 1
Helsinki Patch 5
Helsinki Patch 6 Hot Fix 1
SR - ITOM - Discovery and Service Mapping - v1.0.35

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Article Information

Last Updated:2019-10-12 06:33:26