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Description

If more than one field on a table references sys_user_group, the following issues may occur:

  • reference qualifiers to sys_user_group might not work as expected
  • dependency relationship between assigned_to and assignment_group fields may not work correctly (user lookup may return an empty list when Assignment Group is selected)

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 theĀ  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.

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 these decisions lightly, and we apologize for any inconvenience.

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

  1. Use an "Advanced" Reference Qualifier to specify the selection criteria.
  2. Make sure the name of all fields contain _group as the suffix.
NOTE: You may need to create a new field with the required _group suffix, transfer the data from the old field, and then remove it. If you need help to implement this avoiding 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 - CMDB CI Class Models - 201909
SR - ITOM - Discovery and Service Mapping - 201908
SR - ITOM - Discovery and Service Mapping - v1.0.35

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Article Information

Last Updated:2020-07-06 01:52:31
Published:2020-06-30