If more than one field on 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 Task table might not work correctly, with the lookup for users when Assignment Group is set returning an empty list.

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.

   Note that 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.

Make sure that all fields on the sys_user table that reference sys_user_group except a single one  have names which end with a _group suffix. 

If any such fields already exists, it will need to be re-created with the _group suffix. (For example, in the example above, the u_test_prb705148 field would need to be replaced with u_test_prb705148_group.)

Note: Do not merely rename the field. 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, contact ServiceNow Support.

 

 

 

Another way to approach this would be to change your reference qualifier to an advanced one that selects the users you desire based on a glide query.