Unable to assign Problem tickets/record to users


Description

Unable to assign the Problem records to the user i.e Reference qualifier is not displaying the user for selection.

Cause

1. Column "task.assigned_to" is dependent on the column "task.assignement_group"
i.e the user should belong to the group mentioned in "assignment group"


2. Problem table has a Dictionary override for Reference qualifier , it requires user to have the role "problem_coordinator" to be qualified for problem assignment.
>> https://<instancename>.service-now.com/nav_to.do?uri=sys_dictionary_override.do?sys_id=57b3fafd534823004247ddeeff7b12d3%26sysparm_view=advanced

Resolution

Add role "problem_coordinator" to the user (within the assignment group) whom you want to get the problems assigned.