OVERRIDE the normal task dictionary entry for assigned to not working on extended custom app table

[JohnDF]

Here is your text, formatted as a forum post question. The addition about the default value not working has been included.

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Cannot select users in "Assigned to" field on custom case table

Hey everyone,

I've created a custom case type by extending the sn_customerservice_case table. When I'm logged in as a non-admin user, I can't select anyone in the Assigned to field, even though the assignment group has members.

What could be causing this?

I've already tried a dictionary override on the assigned_to field, but it didn't solve the issue. The strange thing is, even the default value isn't working—it won't automatically assign the ticket to anyone.

Any ideas on what might be the problem?

Thanks for your help!

[Manikandan Than]

Hello @JohnDF ,

The Assigned to field on CSM cases is controlled by assignment lookup rules, not just the assignment group. For non-admin users, the reference qualifier filters out users who don’t match those rules, which is why you’re seeing it blank. You’ll need to adjust the assignment lookup rule (or the field’s reference qualifier) on your custom case table so members of the chosen group are included.

Even if admins see it working, non-admin users will always be filtered by these rules. So the fix needs to be at the qualifier/rule level, not just a dictionary override.

Best Regards,
Manikandan

[JohnDF]

@Manikandan Than  thanks for reply,

I have no assignment lookup rule under sysem policies or what do you mean? And as you can see on the screenshot I changed  the reference quialifier on the custom tablia via override.

Can you give me more specific guidance if I miss something. Thanks