Case Form - Assigned to field is not showing any users

[RT7]

Domain Separated Instance:

How to assign customer case records to Internal Users with 'sn_customerservice_agent' role.

When a customer A submits a case and when we select internal group as assignment group, the 'assigned to' field not showing any users.

group has like 9 users with 'sn_customerservice_agent' role.

[Xavier Cordero]

Hello RT,

The list of users which are shown within the field are restricted based on a reference qualifier override. This specific field is restricted to only show users which have the sn_esm_agent role. In orders to change the restriction on the users shown, right click on the "Assigned to" field and click on "Configure Dictionary" which will redirect you to the form corresponding to the field. From there, you'll find a related list called "Dictionary Overrides". Locate the record with a "table" of "sn_customerservice_case", and click into the record. Change the field which states "Reference Qualifier" from "roles=sn_esm_agent" to "roles=sn_esm_agent^ORroles=sn_customerservice_agent". From here, clicking on the field should show users of both roles (sn_esm_agent or sn_customerservice_agent).

The other alternative is that you simply give the groups the "sn_esm_agent" role, which is what the field is looking for OOTB. This will also minimize your technical debt since the instance is maintained OOTB.

[RT7]

Thanks for quick response, I have did already dictionary override but not luck. Like I mention this is domain separated instance. all our internal users also under a company.

[gale3]

thanks for this, life-saver 🙂

[gale3]

Thanks for this, life-saver 😄