Caller reference field is showing Inactive Users on Incident. Which method is the best way to fix this?

[santoshkomerave]

Caller field on Incident is showing Inactive Users as-well. Which is the best way to fix this issue?

We have identified 2 ways:

1. Changing directly at the Dictionary and add filter as Active is True

2. Changing at Business Rule user Query and adding filter Active is True.

Let me know if there is any other better way.

At present we are on Jakarta, and i want to know the best way to fix this so that in future it will not create any issues during Upgrade to Kingston or any other release.

Any thoughts?

Thanks in advance.

--Santosh

[Dubz · Accepted solution]

Hi Santosh,

It depends on your requirements.

If you just want to change the caller field on the incident form you can add a simple reference qualifier to a dictionary override to only restrict the field on the incident form.

If you want to restrict it on all forms you can add a simple reference qualifier to the main dictionary entry.

If you want to change it so that all non-admins can only see active users you can use a before query business rule on the user table.

The choice is yours 🙂

Cheers

Dave

[Ankur Bawiskar]

Hi Santosh,

instead of identifying all the fields which refer to user table and change dictionary have query business rule to shown only active users. that would be the optimal way

Mark Correct if this solves your issue and also hit Like and Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[gauravgurbani7]

Changing the reference Qualifier in the dictionary having Active is true as condition will be the correct option here.

Also to note as you want this if only for incident use Dictionary Overrides to do that only on incident table.

Yoiu dont have to write any script for this configuration.

Hope this helps.

Regards,

gaurav

[santoshkomerave]

Thank you David, Ankur and Gaurav. I have changed in the Business Rule user query.