Question:
I am trying to retrieve a list of Incidents assigned to users whose manager is a specific person (example: Abel).
Abel has two users reporting to him: ITIL User1 and ITIL User2. When I filter incidents using the manager field (Assigned to → Manager → Abel), only incidents assigned to ITIL User1 are returned. Incidents assigned to ITIL User2 are missing.
We identified that ITIL User2 is an archived user. For archived users, the manager field is stored as a string instead of a reference (sys_id). Because of this, filtering by manager sys_id does not return incidents assigned to archived users.
We attempted to use Manager.name instead of the manager sys_id, but this is not consistent.
Is there a way to generate a report that includes incidents assigned to both active and archived users under a specific manager?
Thank you in advance
