How can I search for Requests that are associated to a "Requested By" or "Requested For" contact that is inactive?

Document ID:  TEC1732245
Last Modified Date:  09/19/2017
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Products

  • CA Service Catalog

Releases

  • CA Service Catalog:Release:14.1
  • CA Service Catalog:Release:12.9
  • CA Service Catalog:Release:17.0

Components

  • CA SERVICE CATALOG:USVCT
Introduction:

I have a user that was inactivated 'inactive' in my Service Management environment (Service Desk Manager or Service Catalog, for example), but I would still need thee ability to see their requests in CA Service Catalog. How can I accomplish this?

Question:

How can I search for Requests in Service Catalog where the requested by or requested for user is no longer active?

Environment:
Windows running CA Service Catalog.
Answer:

When the Catalog > Configuration > Request Management Configuration > Browse Catalog Layout is set to 'Request View', the 'Find Request By ID' search will return requests that were raised by a now inactive user.

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For the 'Advanced' search there are two search options which allow to filter based on user status:

  • ·         Requested By User Status
  • ·         Requested For User Status

So you can do an advanced search similar to the following:

Request ID Equals 10035

Requested By User Status Equals Inactive

 

To find requests for inactive users when using Browse Catalog Layout = 'Service View' you can search for requests with inactive users using the following steps:

 

1. Home-> Requests-> Find Requests

2. Click on View Advanced

3. Select 'Requested By User Status' Equals 'Inactive'

4. Click Search.

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Note that you can add further criteria to the search if required and save it for future use. 

 

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