Assignment Groups Missing in Group Hierarchy in Incident Form

[Community Alums]

Hi Team,

I am having an issue with the group hierarchy on incident form.

we have a lookup field for assignment group on incident form. In that field group hierarchy some groups are missing.

But when I search them manually they are showing up.

Is there a way to add those missing groups into the hierarchy.

Thank you.!

[Bhaba]

Hi Pandu,

There'll be reference qualifier configured to the assignment group. This will also be applied to results on task and its extended tables. 

Check the dictionary for that field and see what the reference qualifier is set to.

Set the condition as Active is true and remove all other conditions for this reference field.

Hope this works fine for you. Reply below for any query.

Thanks

[Community Alums]

Attached the reference qualifier we are using. 

The groups which are missing is ITIL type. but still not showing.

[Aman Kumar S]

Hey,

When you say incident, which is extended from task table.

Most probably it will be your reference qualifier on the field that might be hurting this. Please Configure dictionary for your group field and track down "Dictionary Override" related list. Search for incident table in that list and then check the ref qual which is set there.

Feel free to mark correct, If I answered your query.

Will be helpful for future visitors looking for similar questions 🙂

[Community Alums]

Attached the Dictionary override for incident table.