Enable inactive user to be displayed

Zuri
Tera Expert

2 hours ago

I want to display all users in one specific catalog item (sc_cat_item_guide).  I added the catalog item sys id on the business  rule named user query is displaying correct but, all other catalog item with field reference to users table is displaying all users active and inactive.

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Matthew_13
Mega Sage

2 hours ago

Hi Buddy,

Whats happening is your logic is being applied globally not just to that one catalog item guide.

If you added a Business Rule on the sys_user table to control which users are returned, that rule will run for every user reference in the system. That’s why all other catalog items are now showing active and inactive users as well.

For this requirement, a Business Rule is the wrong tool.

The right way to do this

Scope the logic only to the catalog item (or variable) that needs it.

Best option:
Use a Reference Qualifier on the catalog variable (Reference → sys_user) that’s in the sc_cat_item_guide.

  • Set the qualifier to Advanced

  • Return the user query you want there (for example, all users or a custom filter)

This way:

  • Only that variable in that guide is affected

  • Every other catalog item keeps the default behavior (active users only)

What I say to do now

  1. Disable or remove the Business Rule that modifies the user query.

  2. Move the filtering logic into the reference qualifier of the variable used in the guide.

  3. If the logic needs to be dynamic, use a Catalog Client Script + GlideAjax, not a BR.

Bottom line:
Business Rules on sys_user will always bleed into everything.
Reference Qualifiers are the correct, safe way to control user lists for a single catalog item or guide.

 

@Zuri - Please mark Accepted Solution and Thumbs Up if you found Helpful!

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Zuri
Tera Expert
In response to Matthew_13

37m ago

I added reference qualifier to the field is still not working, only showing active users active=true^ORactive=false 

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Matthew_13
Mega Sage
In response to Zuri

19m ago

Yep — what you’re seeing means your qualifier isn’t really “taking over.” ServiceNow is still forcing the default active users only filter and basically merging it with what you typed, which is why you end up with active=true^ORactive=false.

In Catalog Item Guides this usually happens because one of these is still in play:

  • The variable actually comes from a Variable Set and the Variable Set has its own reference qualifier (that one overrides/merges).

  • You still have a Query Business Rule on sys_user (or something similar) that forces active=true for user lookups.

  • Caching in the guide/portal is holding onto the old filter.

What to do:

  1. Check the Variable Set (if used) and remove/adjust the qualifier there.

  2. Make sure there is no sys_user “Query” Business Rule still enforcing active users.

  3. Clear cache / try incognito after changes.

Basically: this isn’t your active=true^ORactive=false being wrong — it’s ServiceNow applying another filter on top of it.

@Zuri - Please mark Accepted Solution and Thumbs Up if you found Helpful!
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