Why does the Dependent Field work for Company but not Department in ServiceNow?

sudeepsura
Kilo Contributor

yesterday

 

Hi Community,

I’m trying to understand how the Dependent field works for reference fields in ServiceNow.

On the Incident table, I configured the Caller field (caller_id) to depend on Company, and it works as expected.

However, when I change the Dependent field to Department, it doesn’t filter the users. Instead of showing the expected 38 users, it displays all 638 users.

The Department field exists in the sys_user table but not directly on the Incident table. I haven’t configured any Reference Qualifiers.

My questions are:

  1. Why does Company work as a Dependent field but not Department?
  2. Does the controlling field need to exist on the same table?
  3. Is there a way to make Department dependency work without creating a new field on the Incident table?

Could someone help me understand this behavior?

Thanks in advance!

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BharatC
Giga Guru

an hour ago

Hello @sudeepsura 

 

1) company field works because it exists in sys_user table and incident table, where as department doesn't exist in incident table.

2)yes, controlling field needs to exists on both table with same names

3) without custom field i dont think its possible, you need to create custom department field referencing to cmn_department table and use reference to caller.

 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards

Bharat Chavan

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