ITIL Users cannot see inactive users

[Dazler]

Hi,

I am having an issue that I hope someone can guide me on. 

We have a form and one of the questions is who is this request for?  We had a request submitted and at the time that the request was put in, the user added to that variable field was active in the SNOW system.  A day later that user was let go and his SNOW account became inactive.  The ticket still needed to be work for other reasons.  We noticed that if you are not an Admin in the system and you open up that Requested Item, in the variables that user disappears from that field.  Almost as if that question was never answered.

Has anyone encountered this before?  Or have any ideas on how we can correct it?

How can I make it so that users that have the roles to read tickets can see not just active but inactive users.

I know some would think that is because it has a condition of active is true on it, but that is not the case.  I have seen it were that value stays visible even if user is inactive.  Also, me as an admin can still see that users name in that field.

[Yousaf · Accepted solution]

Hi Dazler,

I am not sure about the consequences of modifying and deactivating this but I think this is handled by this before query business rule.

Mark Correct or helpful if it helps.

[Dazler]

Thank you for the help, this was the issues.

[Michael Jones -]

There is a BR on sys_user that will prevent users that are not admin from seeing inactive users. 

Look for a BR named "user query" - it adds current.addActiveQuery() if the user is not an admin or user_admin. 

Is the variable a reference variable, or a list collector? Reference variables should not be impacted (they should still contain the value) but I believe I have seen this same things happen with list collectors before. 

This is by design so you will need to consider the impact before making any changes, such as disabling this rule. 

I hope this helps!

If this was helpful, or correct, please be kind and mark the answer appropriately.

Michael Jones - Proud member of the GlideFast Consulting Team!

[Dazler]

Thank you for the help, this was the issues.

This BR did not just impact the list collector, it also caused an issue with reference variables.