One particular assignment group is not showing in the Group Hierarchy of assignment group field in incident?

Abhimanyu Bansa · ‎09-14-2017

We have one assignment group that is not coming in the group hierarchy. when ever i am trying to search it simply not coming in the INCIDENT while it is coming in the Change.

The Assignment group has no role also there we didn't write any ui policy, Client script, business rule for hiding it.

Could anyone advice me why this assignment group is not coming?

PFA screen shot.

Thanks in Advance.

Abhimanyu Bansa · ‎09-21-2017

Hi All,I find the solution and cause for the issue. Thank you for all your support.
here is the cause for the issue.

The assignment_group field has an advanced reference qualifier configured:

javascript:'active=true^' +getGroupType()

This will be applied to results on Task records and tables extending it, for example Change Request.

but there was an override reference qualifier configured for incident table:

javascript:'active=true^name!=SAP Systems Support^' +getGroupType() (Due to this it was creating issue)

So, this different filter will be applied for Assignment Group results on the Incident table

Thanks & Regards,
Abhimanyu

View solution in original post

harishdasari · ‎09-14-2017

Hi Abhimanyu,

navigate to configure dictionary of assignment group and check for the conditions.

Give conditions as Active is true and remove remaining conditions for this reference field.

It will display all the active groups.

Thank you

Paul Curwen · ‎09-14-2017

It is likely to be your reference qualifier. On the Form, Right-Click the Assignment Group field and chose Configure Dictionary. Then look at the Reference Specification tab. Something in the conditions defined there will be excluding this group based on its field values.

Regards,

Paul.

***If Correct/Helpful please take time mark as Correct/Helpful. It is much appreciated.***

Regards

Paul

Abhimanyu Bansa · ‎09-14-2017

harishdasari paul.curwen

Thank you for four advice. But I have checked with the reference qualifier. Currently we have the condition "javascript:'active=true^' +getGroupType()" also i tried with the different condition as suggested only active true "javascript:'active=true'" also didn't work for me.
anything else that i am missing ? please suggest.

harishdasari · ‎09-14-2017

Hi Abimanyu,

Is it simple reference qualifier or dynamic reference qualifier ?.

I suggest you to use simple reference qualifier with condition as active

is true.

thank you

On Thursday, September 14, 2017, Abhimanyu Bansal <