Users without "itil" role are available to select on "assigned_to" field on "sn_customerservice_case" table.Issue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Users without "itil" role are available to select on "assigned_to" field on "sn_customerservice_case" table. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All Releases. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Usually, the "itil" role is required for the user to have a task record assigned. This has been configured on the sys_dictionary record of the "assigned_to" field, where the reference condition is set to "role = itil". But, there is a dictionary override available for the "sn_customerservice_case" table, which overrides the reference condition as well. /sys_dictionary_override.do?sys_id=2726cf03c322310015519f2974d3ae17&sysparm_record_rows=13&sysparm_view=advanced&sysparm_record_scope=51d811fad7223100b7490ee60e61034f&sysparm_record_target=sys_dictionary_override&sysparm_record_list=base_table%3Dtask%5Eelement%3Dassigned_to%5EORDERBYname&sysparm_nostack=true&sysparm_record_row=9.The overridden record checks the condition below.roles=sn_esm_agent^ORroles=sn_customerservice.relationship_agent^ORroles=sn_esm_location_agent^ORroles=sn_csm_ocs.ext_agent^active=true So, if the user has any of the above roles but is missing the "itil" role, it is expected for that user to be available to assign on the sn_customerservice_case table.