not able to view the inactive users in sys_user table

[ranjithkumark19]

Itil user are not able to view the inactive users in sys_user table also not able to view the caller's details if the caller is inactive. Please any one help to view the inactive users details while login using itil user.

[Mike Allen]

In what context?   Opening a case?   My first idea would be that there is a reference qualifier somewhere that you have set and should remove.

[ranjithkumark19]

First of all thanks for your quick response. My problem is, inactive caller details is not viewing in incident form.

caller.employee number

caller.location,

caller.phonenumber,

caller.city

The above fields are added in the incident form. These field data are viewable for admin, but itil user not able to view those fields if the caller is inactive.

Thanks in advance..

[Inactive_Use309]

There is a Business Rule on the sys_user table that fires before a query to ensure that only admin users can see inactive users.

If you truly want itil users to have this, then change that business rule to work with

gs.hasRole("itil")

in addition to the default

gs.hasRole("admin")

Please note that this may have unexpected consequences elsewhere in the system, so be sure to check it out thoroughly before implementing, if this is truly what you need.

[Slava Savitsky · Accepted solution]

By default, there is a "before query" business rule on Users [sys_user] table that is called "user query". It prevents anyone except admins from viewing (querying) inactive user records. If you deactivate that rule, your itil users should be able to see inactive users' details.