Show users without ITIL role on Assigned To field

[JC S_]

Is it possible and allowed to show users without ITIL role on the Assigned to field? We need to be able to break down the incident ticket owners on our reports as such we need the Assigned To field. We have certain users that will be tagged as ticket owners but they don't actually update the ticket (their lead is the one who logs their update on ServiceNow) as such we don't need to add an ITIL role to these kind of users. Currently only users with ITIL role are shown on the Assigned To field.

[Pradeep Sharma]

Hello JC,

OOTB there is a reference qual condition which has filter set as Role | Is | ITIL. This is the reason it will not allow any other user. More info here.

Advanced reference qualifier example

[JC S_]

Hi Pradeep,

Thanks for this information. Just to clarify, there is no platform restriction to change this reference qual condition and for example we change that Role is ITIL condition to Role is Anything?

Another question would be, is it best practice to directly update the dictionary for this field or we should just add a dictionary override?

[Pradeep Sharma]

Thanks for the update JC. To answer your first question, yes there is no platform restriction and depending on your req you can change it. For the second question, Dictionary override is needed in case you want the change to be applied only to one table (let's say Incident and not all other tables(extended from the task). So if the requirement is to apply for all tables then you can apply the change at a TASK level.

Edit: Re-reading your question, it actually makes sense to not modify this field and instead create a new field to store this information as the user will not be actually working on the ticket.

Please let me know if you have any questions.

[Surendra Raika1]

You may tweak the ref qualification and change the filter.

something like this ...