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

ServiceNow SA · ‎08-16-2017

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.

ryanbalcom · ‎07-12-2018

I've recently encountered the same situation. I solved the problem by setting the reference qualifier on the variable to "activeANYTHING". Inside the "User Query" business rule I do something similar to:

var query = current.getEncodedQuery()

if( gs.getSession().isInteractive() && !query.includes('activeANYTHING') )

current.addActiveQuery()

Hope this helps you or others. Same idea can be used to bypass other query rules.

Ryan

Originally posted: https://community.servicenow.com/community?id=community_question&sys_id=e62347e1dbd8dbc01dcaf3231f9619d6

View solution in original post

akt_snow · ‎08-16-2017

you can update the other catalog item variables with filters to show active users only.

ServiceNow SA · ‎08-17-2017

There will be tons of variables , it will be difficult to update other items.

Ankur Bawiskar · ‎08-23-2017

Hi Sri,

Any update on this?

Can you mark answer as correct, helpful and hit like if you were able to achieve the requirement. This helps in removing this question from unanswered list and helps users to learn from your thread. Thanks in advance.

Regards

Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

vicku1989 · ‎02-18-2018

Hi Vartika,

Did you find any solution for this ? Kindly let us know.

Thank You

Uncle Rob · ‎02-18-2018

Make absolutely sure your customer understands what they're paying to get this functionality.
Its true, they may want this one Item to show inactive users. But do they want that MORE than the default behavior for Inactive users? (I'd bet not)