Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Business Rule 'Lock Out Inactive Users' does not have reverse logic. Inactive users who are re-activated remain locked out. - Known Error
  • >
  • Knowledge Base
  • >
  • Known Error (Knowledge Base)
  • >
  • Business Rule 'Lock Out Inactive Users' does not have reverse logic. Inactive users who are re-activated remain locked out.
KB0696657

Business Rule 'Lock Out Inactive Users' does not have reverse logic. Inactive users who are re-activated remain locked out.


2646 Views Last updated : Apr 26, 2023 public Copy Permalink
KB Summary by Now Assist

Description

Build information:
Kingston, Jakarta, and previous

Issue Description:
Users are locked out [sys_user.locked_out] when active is set to false. However, when active is made true, the user remains locked out.

Business Impact:
Users who are made active are expected to be able to log into the instance. Instead, an additional step must be made to ensure the user is not still locked out.

Investigations and current status:

This is working as designed. There are situations where an active user can (and should) be locked out. Admins can add their own business rule logic (probably to an additional business rule) if they are sure they always want to unlock a reactivated user. 

Steps to Reproduce

1. Hop into and instance.
2. Navigate to sys_user.list and select any user (ex: abraham.lincoln)
3. Uncheck the 'active' checkbox on the user's form and save.
4. Observe the 'locked out' is automatically set to checked.
5. On the same user form, check the 'active' checkbox and save.

Expected behavior:
Locked out should be removed (the user should be able to log into the instance)

Actual behavior:
Locked out is still checked and user cannot access the instance.

Workaround

This is working as designed.  Custom logic may be used if you're certain you always want to unlock a re-activated user.


Related Problem: PRB1296058

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.