You may need to adjust the user reference field to filter out inactive users.
This example shows the Assigned to Field for incidents which is the same for all Assigned to fields in the task table so this will affect all forms using this field such as SCTASKS, CHANGES, ETC, you may have to do a dictionary override to that specific table.
Right Click on the Assigned To field and Click on Configure Dictionary
In the Reference, Specification tab Add the Active Field is true
Hi,
I'm unsure what you mean by "duplicates". I don't believe your original question was around duplicates showing. We were talking about inactive ServiceNow user accounts showing in a field that is referenced to the sys_user table.
Perhaps the information you know on your side is that the accounts that were showing were duplicates, but you set them to inactive. I just wanted to clear up that we...here...don't know anything about duplicates. More so just literal "inactive" accounts.
As far having ideas around why inactive users would show up IF that business rule is there and "looks the same", there could be a few reasons. Firstly, to ensure we're all on the same page can you provide screenshots of "user query" being searched in list view for your business rules, then a screenshot of the business rule of the settings for it and another of the script section. Then, can you provide a screenshot of the dictionary setting of the assigned_to field or whichever field it was that these inactive accounts were showing in?
I'll provide examples below:
BR list view query of "user query"
BR settings
BR script
Dictionary for assigned_to at Task table level
The dictionary override record for Incident just to show that there still isn't a condition for active=true
And now examples of this in action, OOB
User who is inactive
Normal ITIL user when looking at the assigned to field will not see him
As Admin and per the user query business rule...I would...see him...
So anyways, this is a long post, but I'm really trying to express that OOB, this was already a thing. While your current issue, for that table, for that field, may be resolved by adding "active=true"...anywhere else in your instance these false users would show up if this business rule is not functioning properly.
So you could have 2 business rules named the same and it cause issues. You could be eyeballing it thinking the business rule is the same and active and there may be a tiny difference. There could be some other change within your instance that is causing this. Either way, feel free to compare precisely against my screenshots. You'll see I have NO active=true going on here and yet only admin can see active, non-admin can not.
Please mark reply as Helpful/Correct, if applicable. Thanks!
You may need to adjust the user reference field to filter out inactive users.
This example shows the Assigned to Field for incidents which is the same for all Assigned to fields in the task table so this will affect all forms using this field such as SCTASKS, CHANGES, ETC, you may have to do a dictionary override to that specific table.
Right Click on the Assigned To field and Click on Configure Dictionary
In the Reference, Specification tab Add the Active Field is true
