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Description

After upgrade to any latest version sometime when a user is trying to click on create new case and selecting a user under HR case management, the user only sees inactive user names.

Cause

Due to text indexing. Sometimes reindexing required to help resolve the issue.

Resolution


You can fix the issue regenerating text index for sys_user:

1. Navigate to System Definition > Text indexes

2. Open the record for sys_user table
https://<instance-name>.service-now.com/nav_to.do?uri=ts_index_name.do?sys_id=0b53666edbf21300aeffab8b4b961999%26sysparm_view=index_name

3. Click on Related Link "Regenerate Text Index"

Article Information

Last Updated:2019-11-05 15:51:51
Published:2019-11-05