Not able to find users when searching from a reference column inside an incident but we can find them when searched globally.

[padmaja9]

Hi Team,

Inside incident form, we have customer field which is reference field of user table. when we search for a particular user by lookup using list, we are not able to find the user but when searched globally in the user table, we can find the user and is active.

Could you please help us identify the root cause for the same.

Regards,

Padmaja.

[Muralidharan BS]

Hi Padmaja,

Kindly check if there are any reference qualifiers for that field, as an admin, right-click and click the show field. 

You should see a pop up like the above, in my case users with role ITIL or sn_incident_write only be showing in the assigned field. 

similarly, you might have a ref qualifier.

Thanks

[padmaja9]

Hi Murali,

Thanks for quick response. I have tried looking the way you suggested. There are no reference qualifiers for the customer field in our incident form.

Could you please correct me if iam wrong in troubleshooting the issue.

Thanks in advance,

Padmaja.

[Ankur Bawiskar]

Hi,

as per your screenshot your field is dependent on Company field

So please select company first and then click to search in user field

Regards
Ankur

[padmaja9]

Hi Ankur,

Thanks for your reply. The company filed is present in user table and it is filled with a value for all the users. But we are not able to find only some users using lookup.

Can you help me find further how is customer field in incident for is dependent on company field in user table because i havent found u_client field from the screenshot.

Regards,

Padmaja.