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.

[Ankur Bawiskar]

@Rairai31 

you are selecting Company B then it should show users from that company

Did you check any user belongs to that company B in sys_user?

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

[Rairai31]

You’re correct @Ankur Bawiskar . It has been observed that when an incident is created with the caller from Company A, all users associated with Company A are selectable. Conversely, when a user from Company B is selected, only users from Company B can be chosen. Could you please clarify why this behavior is occurring? Is it related to any business rule (BR) or access control list (ACL)? Thank you.

[Ankur Bawiskar]

@Rairai31

I didn't get -> when a user from Company B is selected, only users from Company B can be chosen

You need to select company first i.e. Select Company B and then see which users are shown?

How are you testing?

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

[Ankur Bawiskar]

@Rairai31 

Thank you for marking my response as helpful.

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