Inactive Notification Service Providers are visible when editing notificationsIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When the Active column in the Notification Service Providers table (cmn_notif_service_provider) is set to false, it is expected that the inactive record will no longer appear as an available option when users create or edit a new notification preference. However, this expected behavior only occurs when a user is creating a new notification preference (using the + Add option). In this case, the system correctly filters out inactive providers, displaying only those where the Active field is set to true. When editing an existing notification preference, the behavior differs. The Service Provider field displays all records from the cmn_notif_service_provider table, including those that are inactive. This inconsistency may cause confusion for administrators or users who expect inactive records to be hidden in both creation and edit views. To check the notifications set up for a user you have to go to "Advanced Prefrences" as shown in the image bellow: This is the view for Notification preferences when all providers are active: And then if you deactivate the providers and only leave one the "create new notification" will be shown as expected: However, if you edit an existing notification, all options will be shown: Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All versions Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This behavior is expected in ServiceNow, as the platform loads all referenced records, regardless of their active status, when editing existing records. This design ensures that notification preferences created with deactivated service providers remain valid and editable, avoiding potential data integrity issues or broken references. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } To strictly control which service providers appear in dropdowns during edit operations, you can use one of the following customization workarounds: Delete Inactive Records Permanently remove inactive providers from the cmn_notif_service_provider table.Caution: This deletes the records and may affect historical references. And also exisits the posibility that the records could also be restored during a future update or patch. Restrict Access Using an ACL Create an Access Control Rule to restrict read access for inactive records.Example: Deny read access where active = false, except for users with a specific role such as itil.Result: Inactive providers will no longer appear in dropdowns for general users, while still preserving the records for administrative purposes. Graphical Example of an ACL based on active = false and role = itl: Next Steps:These approaches are considered customizations and may have side effects. After implementing, test by creating and editing notification preferences to confirm that only the intended service providers appear. Review with stakeholders to ensure that historical references and administrative access are not impacted