Users not showing in Caller field on Incident form

MdImranK · 4 hours ago

Users are available in the User table, but they are not appearing in the Caller field on the Incident form.
Could you please check why the users are not showing in the lookup list?

Dr Atul G- LNG · an hour ago

It might be a data issue. Perhaps the name of the user is missing, so it looks like you’re selecting it, but it’s not showing on the form.

Can you share a screenshot? Also, is the user active?

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fknell · an hour ago

Hi @MdImranK

Most probably, the users are not active if you don't see them as non-admin.

Hope this helps!

Ankur Bawiskar · an hour ago

@MdImranK

are you trying as admin?

Any reference qualifier is added to that Caller ID field?

share dictionary config screenshots

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader