Why is my notification not triggering when a Business Owner becomes inactive

[Community Alums]

Hi Everyone,

I have created a notification on the Business Service table to trigger whenever any of the Business Owners (e.g., 'Owned by' or 'Managed by') become inactive. Here’s what I added the conditions:

Condition 1: Run when "Updated"

Condition 2:'Owned by.Active' is false OR 'Managed by.Active' is false etc..

However, the notification isn’t firing when a business owner becomes inactive. The fields 'Owned by' and 'Managed by' reference users, so I expected this to work when their status changes to inactive. Am I missing something in how the condition or trigger works for reference fields? How can I ensure this notification fires correctly?

Regards,

Sowmya Maradana

[Hemanth M1 · Accepted solution]

Hi @Community Alums ,

Yes, Your notification on the Business Service table but update happens on the user table so it wouldn't trigger.

You may have to create a Business Rule or a Flow designer on the user table when user becmes inactive check if inactive user is owner of the any business service if yes call the notification

I would recommed to use flow designer for its low code capibility.

Hope this helps!!!

[Hemanth M1 · Accepted solution]

Hi @Community Alums ,

Yes, Your notification on the Business Service table but update happens on the user table so it wouldn't trigger.

You may have to create a Business Rule or a Flow designer on the user table when user becmes inactive check if inactive user is owner of the any business service if yes call the notification

I would recommed to use flow designer for its low code capibility.

Hope this helps!!!

[aryanjain25 · Accepted solution]

Hi @Community Alums ,

Here’s how you can create a Business Rule on the sys_user table that triggers a notification when a user becomes inactive, and they are associated with any Business Service record.

Steps to create the Business Rule:

1. Navigate to Business Rules:

    • Go to System Definition → Business Rules in ServiceNow.

2. Create a new Business Rule:

   •Click on New to create a new Business Rule.

3. Set the Basic Information:

   • Name: Notify Business Service Owners Inactive

   • Table: sys_user

   •When: After

   •Update: Check the box for Update (since we want to catch when a user is updated).

4. Filter Condition:

   •Set the condition to check when the user becomes inactive:

     Active is false

5. Script: Use this script to check if the user is linked as ‘Owned by’ or ‘Managed by’ in any Business Service record.

(function executeRule(current, previous) {

    // Check if the user status has changed to inactive
    if (previous.active && !current.active) {
        
        // Query the Business Service table for records where the user is 'Owned by' or 'Managed by'
        var businessServiceGR = new GlideRecord('cmdb_ci_service');
        businessServiceGR.addQuery('owned_by', current.sys_id);
        businessServiceGR.addOrCondition('managed_by', current.sys_id);
        businessServiceGR.query();
        
        while (businessServiceGR.next()) {
            // Trigger a notification for each Business Service record the user is associated with
            gs.eventQueue('business_service.owner_inactive', businessServiceGR, current.sys_id, null);
        }
    }

})(current, previous);

Steps to Create a Notification:

1. Navigate to Notifications:

    • Go to System Notification → Notifications.

2. Create a new Notification:

    • Table: Business Service [cmdb_ci_service]

    •Condition: Add any additional conditions if required, but you can leave it blank as the event will only trigger for                             the inactive owners.

3. Who will receive:

    •Specify who should receive the notification (e.g., Business Owners, System Admin, etc.).

4. Message:

    •You can configure the email subject and body based on your needs.

I would appreciate if you can mark this response as correct or helpful if it helped you with your question.

Thanks,

Aryan Jain

[tmosley]

Could this be use to flag non IT Owners?