HRSD - Subject person search is not coming with emp ID

[nameisnani]

Hii Team 

we are facing an issue while case creation 

if we search user with emp ID in subject person , not showing anything 

Both active and Inactive should be show 

at case creation configuration also , emp ID search is added , 

but in subject person not showing 

can any one please help here 

@Ankur Bawiskar  could you please help me here , did i missed any thing here .

[nameisnani]

@Juhi Poddar 

Just now i verfied 

in users table 

department 

location

employee number

 were already added 

still in not working 

[nameisnani]

@Ankur Bawiskar  can u please help me 

[michaelj_sherid]

@nameisnani - Have you customized the script incudes hr_CaseCreation or hr_CaseCreateSearchWsSNC? Using the Employee ID in the search is an OOtB function. I am under the assumption that you haver already validated an Application Restricted Caller Access record (RCA) is not impacting this, but if not, another item to check if you have ay RCA that is not "Allowed" and is related to this .

Regards,

Mike

[nameisnani]

@michaelj_sherid 

could you please elborate more on this 

what exactly i need to check , 

please provide me steps 

[Rob Sestito]

Hello @nameisnani - To help out with what @michaelj_sherid is suggesting:

Check the following two areas that Michael mentioned, to help narrow down why Employee ID is not being returned in the HRSD Subject Person search.

1. Check whether the OOTB Script Includes have been customized

Navigate to System Definition > Script Includes and search for:

• hr_CaseCreation

• hr_CaseCreateSearchWsSNC

Open each Script Include and check whether it has been modified from the out-of-box version.

If either one has been customized, compare it against the OOTB version for your ServiceNow release. In particular, look for changes that could affect the Subject Person search/query or the fields being returned. You can always check their versions tab to see if they have been updated by anything other than SN Store releases.

2. Check Application Restricted Caller Access (RCA):

Navigate to System Applications > Application Restricted Caller Access. Search for RCA records related to the HRSD application/script includes involved in the Subject Person search.

Check whether there is an RCA record that is not allowing the required cross-scope access. If you find one that appears relevant, verify that the access is set to Allowed.

The reason for checking this is that the Employee ID search functionality is OOTB, so if the Script Includes are unchanged, an application access/restricted caller issue may be preventing the expected behavior.

A good way to troubleshoot this would be:

1. Confirm whether the two Script Includes are OOTB or customized.

2. If they are OOTB, check the relevant RCA records.

3. If you find an RCA record that is blocking access, change it to Allowed (following your organization's change process).

4. Test the Subject Person search again using an Employee ID.

If you're still seeing the issue after those checks, I'd recommend sharing which ServiceNow release you're on and whether those two Script Includes are customized. That should help narrow down the next step.

Cheers,

-Rob