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CIS-ITSM · Question #73

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that: The Network Support group record…

The correct answer is C. Add Dictionary Override to specify the Incident group Reference Qualifier. A Dictionary Override on the Incident form's Assignment Group field can apply a Reference Qualifier to filter the group lookup to only groups with the Incident group type.

Incident Management

Question

Your customer is complaining that Service Desk users keep accidentally assigning Incidents to the Network CAB, instead of Network Support You have confirmed that:

The Network Support group record has the Group types: Incident and Change The Network CAB group record has the Group type: Change What could you do on the incident form, for the Assignment Group field, to resolve this issue?

Options

  • AAdd a UI action to hide the Network CAB group from the list
  • BAdd a UI action to provide an error message if the Network CAB group is selected
  • CAdd Dictionary Override to specify the Incident group Reference Qualifier
  • DModify the choice list to include only the appropriate group types

How the community answered

(39 responses)
  • A
    8% (3)
  • B
    3% (1)
  • C
    74% (29)
  • D
    15% (6)

Why each option

A Dictionary Override on the Incident form's Assignment Group field can apply a Reference Qualifier to filter the group lookup to only groups with the Incident group type.

AAdd a UI action to hide the Network CAB group from the list

UI actions cannot filter records out of a reference field lookup list; they perform actions on form submission or button click, not on list population.

BAdd a UI action to provide an error message if the Network CAB group is selected

Showing an error message is a reactive control that still allows incorrect selection to occur, rather than proactively preventing the wrong group from appearing.

CAdd Dictionary Override to specify the Incident group Reference QualifierCorrect

A Dictionary Override allows you to override field attributes - including the Reference Qualifier - on a specific form without modifying the base dictionary. By adding a Reference Qualifier that filters on group type = 'Incident', the Assignment Group field on the Incident form will only show groups configured for Incident, excluding Change-only groups like Network CAB.

DModify the choice list to include only the appropriate group types

The Assignment Group field is a reference field pointing to the sys_user_group table, not a choice list, so modifying a choice list has no effect on it.

Concept tested: Dictionary Override Reference Qualifier on reference fields

Source: https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/table-administration/concept/dictionary-overrides.html

Topics

#Assignment Group#Reference Qualifier#Dictionary Override#Group Configuration

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