Inactive accounts showing in Assigned To field

[EveJS]

Our Azure integration is pulling in a range of accounts that we don't want to show in drop down lists for Assignment of activities etc. Whilst my tech team work on the root cause of that, I have marked all of the accounts as Active - False, thinking that this would stop them showing, but it has not. 

Any ideas as to why? 

If offering advice, please be gentle, I'm not a techie at all and all SNow knowledge is self taught, so please don't assume I know anything 😉 

Thanks in advance 

[Allen Andreas]

Hi,

There is an out of box business rule called "user query". That, by default, is supposed to only show user accounts that are "active" to everyone except admin (admin gets to see ALL accounts - active or inactive), basically.

Here's a screenshot:

So this is from Paris, the code may differ, but the end-goal is the same.

Please check your instance for this business rule and see if it's inactive. If inactive, review if it should be made active. If it's been edited, please review if it needs to be reverted back to out of box settings.

Otherwise, if this is not there or working, there isn't really anything else OOB that would prevent inactive users from showing up as a selectable user from any field referencing the user table.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[EveJS]

Thanks Alan, the Business Rule looks exactly as per your screenshot above, so not a fix, but thank you very much for the support. 

[Allen Andreas]

Hi,

It's Allen. So the business rule that I showed above...filters automatically what shows in that field. You should not HAVE to add "active is true" as a condition for this reference field. This business rule would do that by itself as it's a "query" business rule.

You'd never need to add "active is true" to any user reference field unless you wanted to layer over top of the business rule that is already setup. So that fact that you marked another answer here as correct, when you applied "active is true" as a condition...means that this BR is not functioning properly and may be inactive.

I don't want the community to think that this is the solution (with that BR setup), when OOB, that BR is there and would not show active users unless you were admin.

If this is ignored...then any user reference field anywhere...which there are A LOT, you'd have to go and add this condition on...which doesn't make sense right? So...this OOB BR does that globally...for everywhere there is a reference to the sys_user table. So I'd highly recommend looking in to this a bit further.

Thanks!

[EveJS]

Thanks Allen (apologies for the mis-spell), 

Very good to know, and as such will continue to investigate. I don't suppose you have any ideas why, as it looks like the above, I am still seeing duplicates without the filters in place? 

Eve