Not able to assign ticket to the users. 'Assigned to' list shows blank

chengappa
Kilo Contributor

‎03-21-2017 02:09 AM

I am not able to assign any ticket to the users. When I click on the 'Lookup using list' button next to the 'Assigned to' field, the popup list does not contain any user names. I do have users in the ITIL role. What could be the reason ?

I have attached the screenshot. There are many users in the group ST EST who are in itil role but none of them show up in the list.

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Harneet Sital
Mega Sage
Mega Sage

‎03-21-2017 04:42 AM

Hi Chengappa,



This could be due to one of the following reason
Could you please check the reference qualifier applied on the 'Assined to' field. Probably there would be some restrictions there.


find_real_file.png


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chengappa
Kilo Contributor
In response to Harneet Sital

‎03-21-2017 06:25 AM

Harneet,



Qualifier seems to be OK. The users have the role itil.



ServiceNow reference qualifier.jpg


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chengappa
Kilo Contributor
In response to chengappa

‎03-27-2017 08:14 AM

Harneet, Amlan,



The issue is not resolved but that was because I didn't define it properly. It was not because of mail configuration. I wasn't able to assign tickets to the helpdesk technicians because the technicians were in a different domain than that of users. The domains have been defined as shown below:



0_TOP/0_MSP is where the technicians are located.


0_TOP/Customer1, 0_TOP/Customer2, 0_TOP/Customer3 etc are where the users of different customers are located.



(0_MSP 'contains' 0_TOP "for complete data access." - as per OOB default configuration)



If I move any technician to 0_TOP/Customer1, then his name appears in the ticket raised by the user from Customer1 and hence I am able to assign the ticket to the technician.



Now the issue is that we have many customers. If I move a technician to 0_TOP/Customer1, then I can not assign the ticket from 0_TOP/Customer2 to him. I tried to make the 0_TOP/0_MSP to 'contain' 0_TOP/Customer2 but it didn't seem to work. Am I doing it right ? (It is possible that I was nervous and didn't do the contain part correctly).



The requirement is that I should be able to assign tickets from any customer to any technician. How should I set this up and what are the steps ? (I am a novice to ServiceNow, trying to do big things 🙂 )



Thanks,


Chengappa


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