Is there a way to get/query information/fields from inactive users?

[Rocelle Vie Lab]

Hi Everyone, 

This is my first time asking a question here. I am not even sure if my question is correct. But what we are trying to do is to show/display other fields in the Price tab to itil users even if the Requested for is inactive.

The information on the Price tab is dependent on the LoB/Region field. There is a BR that copies the LoB/Region from the Requested for to the RITM. 

However, there is a BR on Query in User table that shows active users to Admins only, therefore, the itil users could not preview the Requested for record. And we also suspect that this is causing the issue, which is why the other fields in the Price tab are not showing. 

Our main goal is to always show those fields in the Price tab for a certain LoB/Region, whether the admin or itil users are viewing it.

I attached a screenshot for your reference. I have concealed the user information for security purposes. 

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In this scenario, I am logged in as a member of the Assignment group (itil user). I am not able to preview the Requested for record and I can't see the "LoE" fields on the Price tab.

I should be able to see the Cost Center field and other "LoE" fields as an itil user, even if the Requested for is inactive.

[Mark Roethof · Accepted solution]

Hi there,

It's like the Requested for is not valid or no read access. Reading your description, no read access due to query business rule. So this is by your own design. You would need to remove that query business rule, else simply no read access. Or just change the query on the business rule, according to your logic.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Rocelle Vie Lab]

Hi Mark, 

Thank you for your insightful response. I do not think my client wants to disable that query business rule because it is OOB and users will be able to select inactive users in user reference fields. Can you propose a way to prevent this, if we disable the query business rule? Concerning the global impact...

Thank you so much in advance! 

[Wojtek Winnicki]

Hello @Rocelle Vie Labutap 

If your main point is to block users from ability to preview the record you can (instead of using Business Rule) just disable ability to preview the record. To do that you can add attribute ref_decoration_disabled=true to Requested for field dictionary.


Result would look like this (no "i" icon)

[Rocelle Vie Lab]

Hi Wojtek,

Thank you for your suggestion. It is helpful and I think I can use your answer for future reference. I will discuss this with my client. 

Have a great day!