Assigning Admins to Service Reliability Management showing 'No Results Found' When Searching User Names - Support and Troubleshooting

Assigning Admins to Service Reliability Management showing 'No Results Found' When Searching User Names Issue Problem An error 'No results found' occurs when attempting to search or enter user names in the Assign Admin to Service Reliability Management 'user name' field on the instance. This prevents users from assigning admin roles as expected.

Release See in Australia_patch5w38

Cause Root Cause 1. The script in the ACE content block only searched for users with email addresses, causing users without emails to be excluded from search results. 2. The script logic needed modification to include user names and names in addition to emails for displaying search results.

Resolution Steps to Resolve

-Customer could manually add the email address to the users

-Or they could follow the steps below to allow the script to include the user name and name as follow.

1. Navigate to the Service Reliability Management admin assignment page.

2. Locate the lazily evaluated script section in the ACE content block with the sys_id 7f82e04e83453150b83413226daad3b0.

3. Replace the existing script block with the updated script that includes user_name, name, and email fields to ensure all users are displayed.

-go to https://[INSTANCE].service-now.com/sn_ace_content_block.do?sys_id=7f82e04e83453150b83413226daad3b0 , and change the following section of the lazily evaluated script

from:

gr.query(); while (gr.next()) { var user = {}; user.id = gr.getUniqueValue(); user.label = gr.getValue('name') || '-'; user.sublabel = gr.getValue('email'); users.push(user); }

to

gr.query(); while (gr.next()) { var userName = gr.getValue('user_name') || ''; var email = gr.getValue('email') || ''; var name = gr.getValue('name') || ''; var user = {}; user.id = gr.getUniqueValue(); user.label = name || userName || '-'; user.sublabel = email || userName || '-'; users.push(user); }

4. If manual updates is difficult, run the background script below to automate the fix

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var gr = new GlideRecord('sn_ace_content_block'); if (gr.get('7f82e04e83453150b83413226daad3b0')) { var script = gr.getValue('script');

var oldBlock = "gr.query();\n" + "while (gr.next()) {\n" + "var user = {};\n" + "user.id = gr.getUniqueValue();\n" + "user.label = gr.getValue('name') || '-';\n" + "user.sublabel = gr.getValue('email');\n" + "users.push(user);\n" + "}";

var newBlock = "gr.query();\n" + "while (gr.next()) {\n" + "var userName = gr.getValue('user_name') || '';\n" + "var email = gr.getValue('email') || '';\n" + "var name = gr.getValue('name') || '';\n" + "var user = {};\n" + "user.id = gr.getUniqueValue();\n" + "user.label = name || userName || '-';\n" + "user.sublabel = email || userName || '-';\n" + "users.push(user);\n" + "}";

if (script.indexOf(oldBlock) === -1) { gs.info('OLD BLOCK NOT FOUND — script may differ from expected, aborting. No update made.'); } else { script = script.replace(oldBlock, newBlock); gr.setValue('script', script); gr.update(); gs.info('sn_ace_content_block 7f82e04e83453150b83413226daad3b0 updated successfully.'); } }

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5. Verify the changes by testing the user search functionality again.