Service Catalog Variable - Inactive users fields not visible

GB14 · ‎01-17-2024

We have modified the OOB business rule "User query" to include the inactive users. The inactive users are visible in the variable but when the end user click the reference icon it just show "record not found", and also the onchange script doesn't work for the non admins to auto fill other reference field based on the users records.

Is there any suggestion what specify needs to be modified to show User ID and the manager field?

Thanks
G

GB14 · 3 weeks ago

Hello @Divya24

We created a client script and a script include to achieve this. Hope it helps in your case.

Script Include: 

var userDataUtil = Class.create();
userDataUtil.prototype = Object.extendsObject(AbstractAjaxProcessor, {

    getUserInfo: function() {
        var user = this.getParameter('sysparm_user');
        var gr = new GlideRecord("sys_user");
        gr.setWorkflow(false);
        gr.get(user);

        var deptname = gr.department.getDisplayValue();
        var managername = gr.manager.getDisplayValue();
        var locationname = gr.location.getDisplayValue();
        var ttl = gr.getValue('title');
        var eml = gr.getValue('email');
        var fName = gr.first_name.getDisplayValue();
        var lName = gr.last_name.getDisplayValue();
        var uName = gr.user_name.getDisplayValue();
        var mNumber = gr.u_mobile_phone.getDisplayValue();

        var response = {};

        response.email = eml;
        response.first_name = fName;
        response.last_name = lName;
        response.user_name = uName;
        response.mobile_phone = mNumber;
        response.department = deptname;
        response.manager = managername;
        response.location = locationname;
        response.title = ttl;
        // response.fullName = name;
       //gs.info(JSON.stringify(response));
        return JSON.stringify(response);
    },
    type: 'userDataUtil'
});

===================================================================

OnChange Catalog Client Script: 

function onChange(control, oldValue, newValue, isLoading) {
    if (isLoading || newValue == '') {
        return;
    }
    // Call the GA function
    var ga = new GlideAjax('userDataUtil');
    ga.addParam('sysparm_name', "getUserInfo");
    ga.addParam('sysparm_user', newValue); //Onchange field is reference field to sys_user table
    // alert(newValue);
    ga.getXMLAnswer(function(answer) {
        var response = JSON.parse(answer);
        // alert(response);
        g_form.setValue('first_name', response.first_name); //used for string field
        g_form.setValue('last_name', response.last_name); //used for string field
        g_form.setValue('username', response.user_name); //used for string field
    });
}

View solution in original post

GB14 · ‎01-18-2024

Thanks Rick, I have already modified the business rule "user query". Inactive users are visible now but the OnChange script is not working when impersonating a non admin / end user.

The OnChange script works fine and the manager field is getting filled without any issues for the admins.

unable to find any related ACLs

Dr Atul G- LNG · ‎01-18-2024

HI @GB14

What is business requirement here? Please elaborate

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GB14 · ‎01-18-2024

@Dr Atul G- LNG

We have a catalog item where we need to fill in the variables based on the selected INACTIVE user. Because only the name is visible the onclient script fails when the end user/nonadmin/itil users are trying to fill the request.

Everyone can see the disabled user since we have modified the "User query" business rule but auto-fill is not working. The onchange script works fine for active users. Seems like some ACL but I cannot find it.

Divya24 · 3 weeks ago

Any update on this Im facing the similar issue can someone advise on this please?