How To Edit "verify the employee requesting this case"

[JDX7913]

How do I edit the reference qualifier on "verify the employee requesting this case" in the HR agent workspace?

For some odd reason, the field is only pulling in a handful of people, where there are about 1K+ users on the instance.

I swear it was working a couple of days ago, and now it has stopped, and I don't know how to revert it to OOB.

Thank you.

[Adithya7069]

Hi @JDX7913,

This field sounds like it’s using a reference qualifier that may have been recently customized, which is now filtering out users incorrectly.

Here’s how you can troubleshoot and edit it:

1. Open the form in HR Agent Workspace and use "Inspect" mode (Control + Right Click > "Inspect") to find the field name and table.

2. Go to System UI > Form Layout (or use Form Designer) and find the field:

   • Table: Likely sn_hr_core_case or a related HR table

   • Field: Usually something like subject_person or opened_for

3. In the dictionary entry for that field, check the Reference Qualifier:

   • Look for a custom script filtering users (e.g., active=true, roles, etc.)

   • See if it's using a Dynamic Reference Qualifier

4. If it's a dynamic filter, go to:

   System Definition > Dynamic Reference Qualifiers
   and look for recent updates or customizations.

5. To reset to OOB (Out-of-Box) behavior:

   • Right-click the field > Show Dictionary > Use the hamburger menu > Revert to OOB

   • Or compare with a sub-prod instance (if available)

Also, double-check if the missing users:

• Are active

• Have appropriate roles or department values

• Aren’t excluded by ACLs or custom Business Rules

👉 If this was helpful, feel free to give it a thumbs-up! 😊

[JDX7913]

@Adithya7069 

I checked the sn_hr_core_case table and I check the fields as you mentioned (subject_person or opened_for) and all of them are OOB. Everything seems OOB aswell. So I have no clue where else to look.

[JDX7913 · Accepted solution]

I figured out the issue. 

So based on this: https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/search-admin...

I just need to reindex the sys_user table, and it worked.