When we click on a Group Lookup link, all Contacts and Groups are displayed regardless a Group a specified Assignee belongs to.

Document ID : KB000047004
Last Modified Date : 14/02/2018
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Question:

When we click on the Group Lookup link on a ticket Detail screen, it shows all Analysts and Groups regardless Contact Types and the Groups the Assignee is member of. Is there a way to show only Groups?

 

Answer:

Yes. If the "Any_Contact" option is already installed, then all Contacts and Groups are displayed when you click on the Group Lookup link. In order to filter the Groups, please deinstall the option as shown below.

  1. Go to 'Options Manager' > 'Request-Change-Issue' on [Administration] tab and select "Any_Contact".
  2. Click on <Edit> and select <Deinstall>.
    Ensure the Action Status shows "Not Installed".
    * If Action Status shows "In Progress", click on <Refresh> to see the latest status.
  3. Close the window and recycle Service Desk.

 

Additional Information:

TEC1661437: Group List screen shows only Groups an Assignee is member of when we click on 'Group' Lookup.