Report on Incidents Assigned to Users Under a Manager – Archived Users Missing

[harshavshetty]

Hi @all,

I am trying to retrieve a list of Incidents assigned to users whose manager is a specific person (example: Abel).

Abel has two users reporting to him: ITIL User1 and ITIL User2. When I filter incidents using the manager field (Assigned to → Manager → Abel), only incidents assigned to ITIL User1 are returned. Incidents assigned to ITIL User2 are missing.

We identified that ITIL User2 is an archived user. For archived users, the manager field is stored as a string instead of a reference (sys_id). Because of this, filtering by manager sys_id does not return incidents assigned to archived users.

We attempted to use Manager.name instead of the manager sys_id, but this is not working as well.

Is there a way to generate a report that includes incidents assigned to both active and archived users under a specific manager?

Thanks in advance!

[SohamTipnis]

Hi @harshavshetty,

For this you have to go to the Users table (sys_user); in that, go to the ITIL User2, and there is a checkbox as "Locked out." You have to uncheck that box so that ITIL User2 becomes active and is able to do tasks or can be assigned.

The locked-out check box is used when you don't want that user to perform tasks or impersonate it for CRUD operations, etc.

I have attached an example where you will be able to get the exact checkbox of locked out.

If you find my answer useful, please mark it as Helpful and Correct 😊

Regards,

Soham Tipnis

ServiceNow Developer ||  Technical Consultant

LinkedIn: www.linkedin.com/in/sohamtipnis10