1- Create a system property with the below data:
Value: <sys_id of "ITIL User">
2- Create a UI policy on incident table with the below data:
OnLoad : checked
Reverse if false : checked
global : checked
Run scripts : unchecked
3- Create the below UI Policy Action on this newly created UI Policy, this is to make "Assigned to" field as visible and mandatory on the incident form when caller is "ITIL User":
field name: assigned_to
readonly : read alone.
4- Access Agent workspace and Open a new incident record and select caller as "ITIL User". Notice "Assigned to" is not visible.
5- Open a new incident in native UI and select caller as "ITIL User". "Assigned to" is shown as expected.
6- On agent workspace open any existing incident which has caller "ITIL User". "Assigned to" is shown as expected.
7- Open a new incident and set the caller as "ITIL User". "Assigned to" is not visible.
This problem is under review and targeted to be fixed in a future release. To receive notifications when more information becomes available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form.