Unable to close the change record

[shivanib56]

As a Change User,

While I am trying to close the change the requested by field and the assigned to field is not reflecting when I checked at backend both the field has inactive users assigned to it.
Now with further investigation, there is a business rule that is blocking it and there is a inactive_user_visiblity role that needs to be added.

since I cannot deactivate the business rule nor can I provide the role to the users what is the best practice to close the changes.

[prajaktakha]

Hello @shivanib56 

1. Do not deactivate the Business Rule — if it is an OOB/system Business Rule, changing it can cause unintended behavior and upgrade issues.

1. Do not grant inactive_user_visibility broadly — that role should only be given when there is a genuine business requirement to view inactive users.
2. Identify why inactive users are populated in Requested by and Assigned to.
   • If these users are no longer valid, ideally replace them with active/appropriate users before closure.
   • If the historical values must be retained for audit purposes, don't modify the historical data just to satisfy the closure process.
3. Check whether the Change can be closed through the appropriate lifecycle/state transition without requiring those reference fields to be changed.
4. If the business requires Changes with inactive users to remain unchanged and still be closable, the preferred solution is a controlled customization, such as modifying the validation logic to allow closure when the only issue is an inactive reference value. This should be done through a scoped/controlled customization rather than disabling the OOB Business Rule.
5. Before implementing a customization, verify whether there is a ServiceNow-supported property/role/configuration for your release that addresses inactive-user visibility.

If you found this as helpful please accept the solution and mark it as Helpful.

Regards,

Prajakta