Unable to see other users on the caller field on an Incident

[Rairai31]

Hi,

We are currently using the OOB config for incident. On the caller field, some users are not showing up. I can see all users showing if they belong to company A, but if user belongs to company B, the user wont show on the caller field. Can you please advise what needs to be done so that user in company B will also be selected on the caller field? Thank you so much.

[dgarad]

HI @Rairai31 

Open incident form

Right click on caller field label

Click on configure dictionary

In reference specification and  Dependent field section check what condition is added

Update/Remove the condition if needed

[Rairai31]

Hi @dgarad,

This is our ref qual for called field. 

[Ankur Bawiskar]

@Rairai31 

caller field is dependent on company so users from the company you select will be shown.

If no caller is shown for that company it means no user belongs to that company selected

Did you check that?

Also check if somebody removed the dependent field and added custom reference qualifier on that field

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Rairai31]

Hi @Ankur Bawiskar,

Here is our config. No company is specified on our Ref qualifier.

Thank you .