During search, dropdown shows the same user name multiple times

[row19dash]

We recently migrated to ServiceNow to handle our ticket system.

When creating a new list in the Service Operation WS, in the filter, the user field only allows user name and not UserID or ID#. So, when I type in a name, it will display a list to choose from. Problem is if there are multiple occurrences of the same name, I have no idea which one is the right one.

For example,

if I type in John Smith, I will get a long list of "John Smith" to choose from but no idea which one is the right "John Smith".

If I type in the UserID or ID#, I will get an "No results found" error.

Can anyone help?

[Voona Rohila]

Hi @row19dash 

You can add Attributes to the caller field dictionary to show more fields like user_name as below screenshot when searching

ref_auto_completer=AJAXTableCompleter,ref_ac_columns=user_name,ref_ac_columns_search=true,ref_ac_order_by=name

https://docs.servicenow.com/bundle/xanadu-platform-administration/page/administer/reference-pages/co...

[Runjay Patel]

Hi,

If in user table multiple employee are present with same name then it will appear all record with same name. To differentiate you can configure list and bring email id along with name.

 Accept the solution if it help.

[row19dash]

I like to forward your suggestion to my ServiceNow team.
Can you give me a suggested method to display the name and another field like UserID or ID#?

[Voona Rohila]

This works too and It affects globally for every user refernce list, but user have to click on the search icon every time which doesn't make it user friendly

To configure this we have to modify the sys_ref_list of User Table.

Steps Below:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0686318