Is there any ways to configure "Lookup and Verify" on a different user table than Consumer or Contact?

[Ben_Barker]

Here I have an employee extended table from sys_user and was expecting to be able to configure Lookup and Verify on it but it seems I can only configure the 2 existing records on sn_lookup_verify_config (Consumer and Contact). Therefore the functionality would be useless for us.

Has anyone had this issue?

[Ben_Barker]

Hi Anil!

I would guess it to work but our use case concerns internal employees of the organization. We have over 50k employees here and Look Up and Verify would be extremely helpful to find and verify the proper employee.

[Community Alums · Accepted solution]

As i mentioned above, this is something which is not possible.

Kindly mark the answer as Correct & Helpful both such that others can get help and close this thread.

Thanks,
Sandeep

[andy_now]

I've come across this article recently posted that explains how they changed to look at the sys_user table. It is customisation so there's that to consider and I've also not tested this myself:

https://www.servicenow.com/community/csm-articles/csm-workspace-user-lookup-and-verify/ta-p/2990715

Out-of-box, this useful feature works exclusively to verify users listed in the Contact [customer_contact] table. However, we encountered a business requirement to extend its functionality to include the entire User [sys_user] table. In this article, we will outline the steps to enhance the search capability to fetch data from all users in the system.

[Drew Carpenter]

Disappointing to see that this functionality is per-Interaction based instead of per-Contact (as in, this Contact has been verified by another service desk agent and doesn't need to be verified again).
Has anyone extended the functionality to making the Contact a 'verified' contact?