Read access to Inactive Customer Contacts

[Justin Lee2]

We have a requirement to allow an account's primary contact to be able to Inactivate/Activivate other contacts in the account.

We added an ACL on customer_contact.active that allows the primary contact to change the Active field.  This works, and the primary contact can mark other contacts as Inactive.  However, once a contact is marked as Inactive, the primary contact can no longer see the contact, so they cannot mark the contact as Active again if needed.  (the contact doesn't show up in lists, and the form page says record not found)

I cannot figure out what ACL/Business Rule is doing this.  Any help would be appreciated.

[Su522]

I believe this access is granted to the user_admin role

[Justin Lee2]

Hi Susan.  Thanks for the response, but we do not want to get an external customer the user_admin role.  That would give them access to manage all users in the entire system.

[Justin Lee2 · Accepted solution]

To follow up on this post -- what causes this behavior is an out-of-the-box query business rule that filters out all inactive users from every query, unless you have the admin role.

We got around this by creating a custom widget that retrieves and displays all inactive contacts for the account, using GlideRecord.