Caller field and sys_user list do not match up

[adamabel]

When looking at an incident caller field, I expect this to match the sys_user list I have but it does not.  I found that the company name field dictated this, by finding a user without a company name and updating it to one in that table, and then it would show up in the caller field.  I ran a script to update all users that have a blank company name or null and update it to the ID of a company name we have in our system and it did.  Unforunately I'm still not seeing the same number of users in the caller search field vs the sys_user.list as expected.  I got a few more to show up but thats it. Can anyone tell me how to find what other depenencies this search field would have so I can update those records?

(function() {
    // Create a GlideRecord object for the sys_user table.
    var gr = new GlideRecord('sys_user');
    
    // Query records where the company field is empty or null.
    // Use addNullQuery to catch null values.
    gr.addNullQuery('company');
    // Also check for empty strings if necessary.
    gr.addQuery('company', '');
    gr.query();

    // Log the number of records found.
    gs.info('Found ' + gr.getRowCount() + ' user records with a blank company field.');

    // Iterate over each record.
    while (gr.next()) {
        // Log the current company value (expected to be blank).
        gs.info('Current company for user ' + gr.getDisplayValue('user_name') + ': "' + gr.company + '"');
        
        // Update the company field to "namevalue".
        gr.company = 'newcompanyvalue';
        
        // Update the record.
        gr.update();
        
        // Log the update.
        gs.info('Updated company field for user ' + gr.getDisplayValue('user_name') + ' to "PUSA".');
    }

    gs.info('Update complete.');
})();

 caller field URL "https://ourname.service-now.com/sys_user_list.do?sysparm_target=incident.caller_id&sysparm_target_va...ysparm_dependent=bc4b41b83bfc5610d957908a25e45a87&sysparm_domain_restore=false"
records found in this search 798

sys_user.list 1232 records.

[Ankur Bawiskar]

@adamabel 

company field is reference so did you give correct sysId?

        gr.company = 'sysId';

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@adamabel 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[adamabel]

Ankur, sorry for not getting back to you.  I did pull in the correct ID doing some more testing of the issue I found that really the problem is our ServiceNOW instance when looking at the caller only wants our callers to be part of 1 company and not just listing all users in the sys_user.list. 

We have several companies that exist under our main company umbralla so is there way to adjust what the caller field filters down by?

Here is the caller url

https://ourcompany.service-now.com/sys_user_list.do?sysparm_target=incident.caller_id&sysparm_target...

I know the filter is related to the sysparm_dependent= but I don't know how to change that in servicenow.  It might also be the sysparm_target_value but im not sure I'm very new to servicenow so I don't fully understand its structure.