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Description

Non-ITIL users cannot see any values in fields referencing the sys_user table and they would see 'No matches found' error. When they go to sys_user.LIST table directly, the users would see the user records.

Release or Environment

All

Cause

The sys_user table may have user records from the customer_contact table as well if the customer have customer service plugin activated. As a user without the customer service role, he should not be able to see the customer_contact table. That's is why it is not returning users in the reference field since he might not have access to the customer_contact records that are in the beginning of the sys_user list.

Resolution

To resolve the issue, you can add a filter in the User variable to avoid the users from the customer_contact table(ex: Class is not Contact).

Article Information

Last Updated:2020-03-31 18:43:46
Published:2020-04-01