How do I get closed Case Related Records to show up in this Widget?

[Tom Siegel]

Hello All - There is a widget in CSM called "Case Related Records" I have done some ACL work so that external Contacts can see this widget if there is an RITM associated with the Case record they are viewing. If the click on the RITM link they get a popup that shows them the RITM variables. I have just received a request to have the widget and RITM link "NOT" go away when the RITM is closed. I have been banging my head on this for a day or so not having done much portal dev. Any help would be appreciated!!!

If I happen to stumble upon the answer, I will post it here

Thanks - Tom

[Brian Dowden]

You need to install this plugin.  Customer Service with Request Management

/api/now/v1/context_doc_url/CSHelp: CSHelp:CSM-Integration-with-Request-Management

[Tom Siegel]

Brian - Thanks so much for your reply. The plugin you referenced is installed and working, OOB functionality appears to be that the widget only shows open requests. I am trying to track down a way to have it show closed requests that are associated to the case as well.

Thanks - Tom

[Tom Siegel · Accepted solution]

As promised here is the solution. There is a script include used by this widget called  ServiceManagementRequestUtils() on line 254, part of the query includes the line requestGr.addActiveQuery(); which only brings back active records. Created a custom script include where this is line is commented out, now it works as I wanted it to. This script include is called by another called CSMServiceManagementUtil() where you will need to change the reference to your new version of ServiceManagementRequestUtils()

Thanks - Tom