A reference qualifier to [sys_user_group] breaks if more than one field references [sys_user_group] - Known Error

A reference qualifier to [sys_user_group] breaks if more than one field references [sys_user_group] Description If more than one field on a table references [sys_user_group], the following issues may occur:

reference qualifiers to [sys_user_group] might not work as expected dependency relationship between assigned_to and assignment_group fields may not work correctly (user lookup may return an empty list when Assignment Group is selected) Steps to Reproduce

Open an incident, and set Assignment Group to Hardware .

Click the reference icon (magnifying glass) next to Assigned to .

A list displays the users belonging to the Hardware group. SQL debug will show a select from the [ sys_user_grmember ] table with a condition matching the group field with a sys_id from the selected Assignment Group record.

Add a new field on the User table with the following values:

Table : sys_user Type : Reference Label : Test PRB705148 Name u_test_prb705148 Referenced table : sys_user_group

Open an incident and set Assignment Group to Software .

Click the reference icon next to Assigned to .

Notice the list shows No records to display . SQL debug will show a select from the sys_user table with a condition matching the group field with a sys_id from the selected Assignment Group record.

Workaround After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current or near future releases. We do not make these decisions lightly, and we apologize for any inconvenience.

As a workaround, consider one of the two options below:

In the 'Dependent' config of the 'assigned_to' field, specify the value as 'assignment_group,assignment_group' instead of just 'assignment_group' Use an "Advanced" Reference Qualifier to specify the selection criteria. Make sure the name of all fields contain group . NOTE : You may need to create a new field with the required group in its name (see KB0998861 for more information), transfer the data from the old field, and then remove it. If you need help to implement and avoid data loss, please contact Global Technical Support.