Ability to Create Cases & Report on Inactive Employees

[Andrea Hogness]

Our business has a need to create cases and report on employees in ServiceNow who are no longer active or have left the company. On their user profile the Active is not checked.  We need to select them for certain cases (examples - grievances filed by an employee who has been terminated, employees that have left the company with a paycheck issue who call into our HR office for help, being able to report on them in investigations - we have employees who might've been a witness in an investigation who leaves the company eventually, now their record is blank in the interview table we have).

The OOTB prevents this needing customization that is not advised.  Are there other customers that are able to submit tickets for employees who don't have an active user record?  We have EC Pro, not Enterprise. 

[Sourabh Pariwal]

Hi @Andrea Hogness,

Are you using the HRSD application on the instance? If so, referencing the HR Profile table (sn_hr_core_profile) instead of the User table (sys_user) on case should resolve the issue. If not, consider implementing a guest onboarding process for former employees to provide the necessary information to submit a case.

Hope this will help.

[Andrea Hogness]

We are trying to avoid customization.  Our HR cases are using the sys_user table which is OOTB.  Also, our Inactive users on our sys_user table are still inactive on our HR profile table as well.