User table field Company does not show records

[Marlon Bandhoe]

Hi Guys,

I'm having some issues lately with user records. The field company in the user record is mostly filled in due integration of two systems:

*Afas

*Active Directory

But when i try to change the company it show me no records found. Even when i empty the field and lookup in the company table it shows up no records. While directly going into the company table there are alot of records. 

Other issue is that when creating Incidents certain fields are not available due lack of information in Active Directory. User is imported without for example a location which is required on the incident form. 

Can Anyone help me with this  ?

Thanks

[Ankur Bawiskar]

Hi Marlon,

Did you check any query business rule is restricting it when opened from the user record?

Also check any reference qualifier is applied on that field

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Marlon Bandhoe]

Thank you.

[Tanaji Patil · Accepted solution]

First issue-
Most probably it's because of the reference qualifier on that field. If not check before query BRs on company table.

For second issue it could be solved 3 ways-
1) Add location to the AD. I assume there is already an attribute for storing location but if required a new attribute can be created in AD. Tell AD team to use one of the locations available in ServiceNow while creating users.
You could select create choice action on the location field map but the it will create locations without much/proper details which I don't think you want.

2) Usually we dot walk the location field from user table and add that in the form.
But if it's really important for your incident process to have location then you can create a location field on incident form (if already not there) and populate it from users profile when user is selected or changed. Make this mandatory on the form so that if user profile is not having location then it has to be filled manually. Also be aware that this change has to be done to sources creating incidents like record producers.

3) For these integrations select a default/dummy location value. You can pull reports on users having this location and can update manually or via import set to proper locations. But then it's repetitive work for somebody.

I recommend options in the order they are specified above.

-Tanaji
Please mark response correct/helpful if applicable.

[Marlon Bandhoe]

Thank you.