Caller ID field - Unable to find some users

[jbasa]

In my user table, I have various email addresses for departments, i.e, @123.org,  @456.org, etc

When creating a new INC I can search all users and see the various email addresses and users.

However, when I have an existing INC and want to change the caller_id field, I only see the main email address for users which in the example would be @123.org, its as if it no longer searches across the entire user table.

Thoughts?

[Ashley Snyder1]

Can you post any code that may be on that field, i.e. in a reference qualifier for assistance in troubleshooting?

Also check the Dependent field on the Caller field as ootb it is set to company, and would only come into effect after the form has been saved.

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[jbasa]

So I should remove Company from that field?  Weare all under one company but since the ID's are looking the email addy I can t see the other addresses after the form is saved as you stated.

[Ashley Snyder1]

Here's a related community article I found: https://community.servicenow.com/community?id=community_question&sys_id=1d46cba1db1cdbc01dcaf3231f96...

From the responses you can go either way, add your company to your reference qualifier and try it, or remove the company dependency.@Michael Fry left a pretty detailed explanation on doing this within that post.

If my response was helpful, please mark as Helpful and consider setting the reply as the Correct Answer if it best answered your question, thank you!

[asifnoor]

Hi,

Right click caller field and check under reference specifications and see if you find anything that is restricting it.