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.

[Mrudula6]

Hi JC,

There is an OOTB reference qual condition which restricts the assigned to to ITL users only. But if the user is not going to update/work on ticket, their name should not be in Assigned to field as a good practice for fulfiller roles.

Can you not create a new field called as "Owner" where in you can select the user who owns the ticket right now and still assign the ticket to their Lead who actually updates the ticket?

Thank you.