ITIL user is not able to see inactive groups.can we change "query BR" or any other way for this.

[shweta14]

ITIL user is not able to see inactive groups.can we change "query BR" or any other way for this.

currenty i'm working on catalog item where i have group restriction(means if group exists they the value should clear)

this validation is working fine but for itil user when they add existing inactive group then functionality not working.

if will add itil query in below BR then it is working but is there any other way to achieve this?

OOB BR --- sys_script.do?sys_id=8bc68db4a9fe3dba019af3e7368c3679&sysparm_record_target=sys_script&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=sys_idSTARTSWITH8bc68db4a9fe3dba019af3e7368c3679%5EORDERBYname

[Ethan Davies · Accepted solution]

Hey @shweta14 ,

So the way that the Database Calls work in ServiceNow is that Query BRs apply before the Query is sent to the Database to return records. The query BR just modifies to Query before it is sent and in this case, adds the Active is TRUE query for the Groups table. What this means is that even before the data is returned from the database to the user, the inactive groups have already been filtered out meaning there is nothing we can do 'after' the query comes back to show them.

The only way to change this for the ITIL Users would be to modify the Query BR. If we modify the Query BR to include the inactive Incidents, then we can use things like Data Filtration and ACLs afterward to restrict the data. Since this is AFTER the Database query has already been made we have more flexibility as to when to show and not show certain types of records.

Here is the Order of execution for making a query to the Database. The 'Pre-Query' stage is where the Query BR kicks in. As you can see it's pretty early in the process and hopefully illustrates the above.

Hope this helps.