question Re: Reference field does now show inactive users in a catalog item in ITSM forum

Reference field does now show inactive users in a catalog item

Gulzar Manuja2 — Fri, 13 May 2022 07:40:32 GMT

Hello All,

Hope all of you are doing well.

I have a requirement wherein we would like to show inactive users to the non-admin users in the reference field on a catalog item. As per default behavior of ServiceNow, system does not show inactive users to non-admin users on a catalog item. There is a workaround available for the same in the following link, however, it is not working for me.

https://community.servicenow.com/community?id=community_question&sys_id=3b7d032ddb9cdbc01dcaf3231f96190e

I have modified my query BR as follows wherein I have mentioned sys_id of the catalog item for which I would like to show inactive users to non-admins. Having said that, logic is not working as non-admin users can still search for active users only. Above mentioned community link also states to modify the reference qualifier for this reference field but is it not very much clear what exactly to add in the reference qualifier.

Any help will be highly appreciated.

Thanks & Regards,

Gulzar Manuja

Re: Reference field does now show inactive users in a catalog item

Ankur Bawiskar — Fri, 13 May 2022 07:43:41 GMT

Hi,

just use the sysId and don't add the text sys_id=

Regards
Ankur

Re: Reference field does now show inactive users in a catalog item

Tudor — Fri, 13 May 2022 07:44:13 GMT

Hi Gulzar,

Please check your Query business rules on SYS_USER.

Most likely there is one that will prohibit the display of inactive users.

But, please note, that changing that will cause other issues with OOTB behavior and not only.

Hope this helps,

Tudor

Re: Reference field does now show inactive users in a catalog item

Gulzar Manuja2 — Fri, 13 May 2022 07:49:19 GMT

Hi Ankur,

Thanks for your response.

Modified it as advised but still not working.

Re: Reference field does now show inactive users in a catalog item

Gulzar Manuja2 — Fri, 13 May 2022 08:01:04 GMT

@Ankur Bawiskar : A quick update..

I added a log inside the if condition to see if the control is going inside if when non-admin user is searching for an inactive user on this catalog item. Ideally, it should not go inside if loop for this catalog item but unfortunately it is going as I can see new entries in the script log statements. I have verified that I am using correct sys_id. Not quite sure what the problem is.

Re: Reference field does now show inactive users in a catalog item

Kev9 — Fri, 13 May 2022 08:40:15 GMT

Have you set he reference qualifier to activeANYTHING on your reference variable?

This may help: https://community.servicenow.com/community?id=community_question&sys_id=e62347e1dbd8dbc01dcaf3231f9619d6

Re: Reference field does now show inactive users in a catalog item

Gulzar Manuja2 — Fri, 13 May 2022 08:56:21 GMT

Hi Kev,

Thanks for you response. Currently, this is how Type Specifications look in the variable:

Should I make any changes here ?

Thanks & Regards,

Gulzar Manuja

Re: Reference field does now show inactive users in a catalog item

Ankur Bawiskar — Fri, 13 May 2022 08:59:41 GMT

Hi,

did you check by adding in log what came in current.getEncodedQuery()

Regards
Ankur

Re: Reference field does now show inactive users in a catalog item

Gulzar Manuja2 — Fri, 13 May 2022 09:22:20 GMT

Hi @Ankur Bawiskar ,

I have checked it, it is returning -1 due to which it is going inside if loop. This is the URL of my catalog item

As I am using the same sys_id in the if condition, not sure why indexOf is returning -1.

Re: Reference field does now show inactive users in a catalog item

Kev9 — Fri, 13 May 2022 09:28:49 GMT

Hi Gulzar,

Did you amend the script in the user query BR to that in the post above?

var query = current.getEncodedQuery()

if( gs.getSession().isInteractive() && !query.includes('activeANYTHING') )

current.addActiveQuery()

Re: Reference field does now show inactive users in a catalog item

Ankur Bawiskar — Fri, 13 May 2022 09:29:06 GMT

Hi,

not in browser

what came in that BR script?

gs.info(current.getEncodedQuery());

Regards
Ankur

Re: Reference field does now show inactive users in a catalog item

Gulzar Manuja2 — Fri, 13 May 2022 09:48:22 GMT

Hi Ankur,

It's returning sys_id of different users from sys_user table as shown below:

Re: Reference field does now show inactive users in a catalog item

Ankur Bawiskar — Fri, 13 May 2022 09:57:29 GMT

nowhere it's showing the sysId of the catalog item?

the solutions have worked in the past; not sure if the latest release lead them to failure

regards
Ankur

Re: Reference field does now show inactive users in a catalog item

Gulzar Manuja2 — Fri, 13 May 2022 10:32:51 GMT

That's correct. Can't see sys_id of the catalog item anywhere in the logs. Perhaps they have made some changes in the new release. Thanks for your guidance though.

Best Regards,

Gulzar Manuja

Re: Reference field does now show inactive users in a catalog item

Gulzar Manuja2 — Fri, 13 May 2022 10:37:47 GMT

Hi Kev,

Thanks again for your response. Well, I must say half of the work is done 🙂
I hope this change won't affect any other reference field pointing to Users table.

Secondly, this field is showing inactive users now when non-admin users search for the same, however, I have a catalog client script that shows alert message when an inactive user is chosen in this field. That alert message pops up for admins but it is not coming up for non-admin users. Could you please guide me if I need to make any change in the catalog client script/script include as well?

Thanks & Regards,

Gulzar Manuja

Re: Reference field does now show inactive users in a catalog item

Community Alums — Fri, 13 May 2022 10:40:29 GMT

Hi, did you try this condition for the existing business rule?

if (!gs.hasRole('user_admin') && !gs.hasRole('view_inactive_user') && (current.getEncodedQuery().indexOf('sys_id>')== -1))

If this information has helped you, please mark answer as helpful/correct.

Re: Reference field does now show inactive users in a catalog item

Kev9 — Fri, 13 May 2022 10:50:56 GMT

Hi Gulzar

It will only affect reference fields where activeANYTHING is set as a qualifier.

Are you able to post your client script?

Re: Reference field does now show inactive users in a catalog item

Gulzar Manuja2 — Fri, 13 May 2022 11:57:53 GMT

Hi Swapnil,

Thanks for your response. Yep, tried it. It's not working unfortunately.

Best Regards,

Gulzar Manuja

Re: Reference field does now show inactive users in a catalog item

Gulzar Manuja2 — Fri, 13 May 2022 12:01:27 GMT

Thanks for the confirmation, Kev. Appreciate your help.
Had a discussion with a friend and he helped me correct the client script/script include. Going to mark your answer correct as I was able to get inactive users in the reference field for non-admins by following the solution suggested by you. Thanks again !!!