I want users with "ITIL" permissions to see inactive users

[bonsai]

Currently users with "ITIL" permission can only see active users in the user list.

I want to be able to see inactive users as well.

Where is the control implemented?

[SN_Learn · Accepted solution]

Hi @bonsai ,

Please check the below:

ITIL Users cannot see inactive users 

Users with ITIL role unable to view/select inactive users. 

Mark this as Helpful / Accept the Solution if this help

[Krushna R Birla · Accepted solution]

Hi @bonsai 

There is one before query BR named as "user query" written on sys_user table which is OOB. You need to add below line in condition field as shown in snapshot

gs.getSession().isInteractive() && !(gs.hasRole("admin") || gs.hasRole("user_admin") || gs.hasRole("itil"))

If this solution resolves your query, kindly mark it as the accepted solution and give it a thumbs up.

Best Regards,
Krushna Birla

[SN_Learn · Accepted solution]

Hi @bonsai ,

Please check the below:

ITIL Users cannot see inactive users 

Users with ITIL role unable to view/select inactive users. 

Mark this as Helpful / Accept the Solution if this help

[Krushna R Birla · Accepted solution]

Hi @bonsai 

There is one before query BR named as "user query" written on sys_user table which is OOB. You need to add below line in condition field as shown in snapshot

gs.getSession().isInteractive() && !(gs.hasRole("admin") || gs.hasRole("user_admin") || gs.hasRole("itil"))

If this solution resolves your query, kindly mark it as the accepted solution and give it a thumbs up.

Best Regards,
Krushna Birla

[Krushna R Birla]

Hi @bonsai 

Thanks for accepting the solution. Can you also Mark this as Helpful.

Thanks,

Krushna Birla

[OlaN · Accepted solution]

Hi,

This is controlled in a before Query business rule, that runs on the sys_user table. OOB the business rule name is "user query" and the function is to only allow users with the admin or user_admin role to access inactive users.

A note of caution!

If you change this behavior it will take affect everywhere, and it will allow for ITIL users to select inactive users when selecting a user in reference fields. For example, it will allow for selecting inactive users when ordering things through service requests, and selecting inactive users when registering new Incidents and so on.
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