How to display only the active user record in the reports?"

[Srinivasu2]

Hi Community,

"I've noticed an issue where some users have multiple ServiceNow records when generating reports.

For example, there is an active user record for Ed Labhan and a duplicate, inactive user record with the same name.

I need to ensure that only the active user record is shown when generating reports. Could you please advise on how to display only the active user record in the reports?"

Thanks & Regards,

Srinivasu

[debendudas]

You are selecting the user in the filter, which is not the right way to show only the incidents which has active caller.

In the filter it will show the inactive user record, However, by setting 'caller.active = true' in the filter condition, the report will only show incidents associated with active callers.

[Srinivasu2]

Hi @debendudas,

Sorry for confusion, My question is i don't want to see two options while filtering 

I can see only one option that to active Abel tuter, please advise?

Thanks,

Srinivasu

[Runjay Patel]

hi @Srinivasu2 ,

you can use filter condition to display only active users.

Please Mark Correct if this solves your query and also mark Helpful if you find my response worthy based on the impact.

[Srinivasu2]

Hi @Runjay Patel 

I have created duplicate inactive abel tuter user record in sys_user table

Add filter condition in reports : active is true

The caller is Abel Tuter, but both active and inactive records are being displayed as below

I want to display only the active Abel Tuter user record to avoid any confusion when selecting the correct active user

Could you please check the screenshot and advise?

Thanks,

srinivasu

[Runjay Patel]

Hi @Srinivasu2 ,

Ohh I got you now.

You can do below changes.

1. If you just want to caller field should have active user then on the incident form you can add a simple reference qualifier to a dictionary override to only restrict the field on the incident form.

If you want to restrict it on all forms you can add a simple reference qualifier to the main dictionary entry.

instead of identifying all the fields which refer to user table and change dictionary, have before query business rule to shown only active users. that would be the optimal way

Please Mark Correct if this solves your query and also mark Helpful if you find my response worthy based on the impact.