v1 - Non-Admin Users Can Only See Active Users in sys_user Table; Inactive Users Not Displaying

[nameisnani]

I'm facing an issue with non-admin users who have the sn_hr_core.case_writer role.

These users are trying to create HR Cases for inactive employees by searching using the employee ID. However, the inactive users are not appearing in the employee reference lookup, while admins can locate them without any issues.

I'm trying to identify where this restriction might be coming from and would appreciate any guidance on what to check.

Has anyone encountered a similar issue where HR Case Writers can only see active users and not inactive users when creating HR cases? What would be the best way to trace the exact source of the filtering?

Any suggestions would be greatly appreciated.

found that below query BR casuing issue here 

 - there is an OOB query BR that filters out non active users

is there any way that we can make - to resolve this issue .

[boteeuwen]

It looks like you have already found the source of the issue. This OOB user query Business Rule adds current.addActiveQuery() for interactive users, which is why users with sn_hr_core.case_writer cannot see inactive employees.

You can update the Condition so the rule is skipped for HR Case Writers as well:

gs.getSession().isInteractive() && !(gs.hasRole("admin") || gs.hasRole("user_admin") || gs.hasRole("sn_hr_core.case_writer"))

After this change, users with sn_hr_core.case_writer should be able to search for inactive employees when creating an HR Case. Since this is an OOB High Risk Business Rule, I would document the customization and check it again after upgrades.

If this helped, can you mark it as a solution or helpful?

[Anand Kumar P]

Hi @nameisnani ,

There is one user query business rule running on sys_user table that will hide inactive users.

https://www.servicenow.com/community/hrsd-forum/non-admin-users-can-only-see-active-users-in-sys-use...