- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎07-11-2024 11:47 PM
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?
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎07-11-2024 11:57 PM - edited ‎07-11-2024 11:58 PM
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
Mark this as Helpful / Accept the Solution if this helps.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎07-11-2024 11:58 PM
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

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎07-12-2024 12:02 AM
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.
This might not be what you want...
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎07-11-2024 11:57 PM - edited ‎07-11-2024 11:58 PM
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
Mark this as Helpful / Accept the Solution if this helps.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎07-11-2024 11:58 PM
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎07-12-2024 12:41 AM
Hi @bonsai
Thanks for accepting the solution. Can you also Mark this as Helpful.
Thanks,
Krushna Birla

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎07-12-2024 12:02 AM
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.
This might not be what you want...