Caller change/update after submitting record

[kbruster]

Good morning,

Several of my itil users have noticed that if a Incident ticket is created and submitted with one caller and the caller needs to be changed later it is not possible. How do we fix this issue?

karen

[kbruster]

Michael,

Sorry it took so long to get back to you. I disabled this in our development instance and it still did not allow me to change the caller id. Something I noticed when doing this is that when I click on the search it is only displaying 145 users and we have way more than that. (See attached screenshot) What could be limiting the amount of user records?

[Michael Ritchie]

Record limits can come from a few areas:

• Reference qualifier defined within the Caller's dictionary record.  You will see it on the first tab
• Query business rules on the table that the reference field points to, sys_user in this case.  Query business rules are what I like to call "the other acl" where its a behind the scenes filter that gets applied to queries.  Out of the box there is one called "user query" that filters out all inactive users for users without the admin or user_admin roles.

[LaurentChicoine]

There is also the dependent field (inside the dictionary record of the field) that could be possible which is the most likely cause since it is set to "company" by default.

[Michael Ritchie]

Yes, this also.  I always forget to mention dependent field settings.  Out of the box caller is set as a dependent of company.  The Dependent field settings only show up on the Advanced View so scroll down to the Related Links and if you see "advanced view" click it.  If you see "default view" then you know you are on the advanced view.