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03-28-2023 01:08 PM
Hi, on our production instance, when trying to change the caller on an existing incident, no users appear when opening the search. However, this is not an issue on test or dev as clicking the search populates all users.
I have checked permissions between instances and they are more are less the same. Any changes in dev/test that aren't in production do not affect this field either. Any ideas what the issue might be?
Solved! Go to Solution.
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03-29-2023 03:45 AM
@castle11checking your url looks like there is dependent field setup on this field
sysparm_dependent=2296511c1b492110b6939714b24bcb29
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03-31-2023 02:53 AM
The dependant field for caller_id is company, but all users in user table have the same company. I have noticed it lets me change it on some tickets and not on others. At first I thought it was related to ticket state, channel or whether or not it's assigned to someone but after lots of testing it still appears very random
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03-31-2023 03:48 AM
Did you check if you have more entries in company table with the same name?
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03-31-2023 04:28 AM
I have removed the dependency and it works.... thanks
