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.!

[Aman Kumar S]

So, as you can see it is a advanced reference qualifier, which resides in a script include, you can find the script include and the function.

Here only your filtering is happening, so go through the script you will find your answer.

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

Will be helpful for future visitors looking for similar questions 🙂

[Community Alums]

Hi Aman,

I went through the script but there is no filter for the missing groups. everything seems fine.

Is there anything else that might cause this issue?

Thanks.

[Aman Kumar S]

Remove all reference qualifier from dictionary override and check if those groups are visible or not.

This will help you test if it is a data issue or something is happening in the script include.

[NS16]

Hi Pandu,

OOTB assigmnent group is on Task[task] table reference field.

Yes, there is Simple reference qualifier applied, please see attached SS.

My suggestion would be add Type is itil or null (according to your reference qualifier) in the group record (for those groups which are unvisible or not showing up). please see attached SS.

Thanks,

Neha

Feel free to mark correct/helpful.

[Community Alums]

Hi Neha,

The configurations were made in the same way you suggested.

Still those groups were not showing up.

Thanks.