How can ITIL users see inactive users for one catalog item?

[ServiceNow SA]

Hi ,

Can anybody know , how can we show inactive users to ITIL users ?

I have a field referring to user table in Catalog item. When ITIL user is clicking on the reference field, he can only see list of active users. I need to show him inactive users as well but the global BR (user query) is restricting the visibility.

I need to show active users + inactive users only for this catalog item.

Let me know if anybody has worked on it.

[Ahmed Hmeid1]

Can you put some logging in there? It works on my dev instance fine. There might be an error being thrown if it's returning nothing - maybe check the logs for errors. I've updated the script below to include debug statements

var restrictQuery = true;

var variableName = "IO:66c334eac0a8016b017e6affe311ebb6"; //change the sysid here for the sysid of the variable you don't want it to be restricted for

if (gs.hasRole("itil")) {

gs.log(gs.getUserName() + " has itil", "querydebug");

var map = gs.action.getGlideURI().getMap();

gs.log("map: " + map.toString() + " sysparmname: " + map.get('sysparm_name'), "querydebug");

if (map.get('sysparm_name') != null && map.get('sysparm_name') == variableName) {

restrictQuery = false;

}

}

gs.log("Restrict query was set to: " + restrictQuery);

if (restrictQuery) {

current.addActiveQuery();

}

[Ahmed Hmeid1]

Hi,

Making it visible only on that one catalog item is possible with additional code (in the BR you'd need to check where the user is accessing from).

Easier solution would be to make inactive users visible to itil users from that business rule.

[ServiceNow SA]

How should i modify the BR?

[Ankur Bawiskar]

Hi Sri,

As mentioned in my earlier comment add that condition and test it once whether it shows both active and inactive users. That business rule should not execute for itil user role.

Regards

Ankur

[ServiceNow SA]

Hi Ankur,

After making that change, yes user can see both inactive + active users.

But it will lead the itil users to see inactive users everywhere , for other catalog items as well. I do not want that to happen.   I only want ITIL user to see inactive users for one catalog item only.