Changing filter on related list.

[John Snow1]

I am testing the "Service Desk Call" Plugin. So far its pretty good. But I noticed in the related lists they have a list for "Tasks By Same Caller". This lists displays all Incidents, Problems, Changes by the same user. I would like to change this filter to display Incident,Problem,Change, and Ticket(TKT) since we use record producers to create Tasks with the type of Ticket. For the life of me I cannot figure out how to edit this related list. It shows "Tasks" in the filter like it is reporting off of the task table with no filter, but that is not the case. 

[Steven Herrmann]

Hey there John Snow, didn't care for your series finale the other night, sadly!  🙂

Have you taken a look at this post here:

https://docs.servicenow.com/bundle/london-platform-user-interface/page/use/using-forms/task/t_Create...

You can create a default filter on a related list with the criteria you want it to show.

Have a great weekend beyond the wall!

Steve

[BBoies1]

Dude, spoilers 🙂

[Steven Herrmann]

Hahaha, fair enough, 5 days after is probably too soon.  😞

[BBoies1 · Accepted solution]

The relationship that defines that Related List appears to be Tasks by Same Caller (big surprise, there). This URL should get you there (put in your own instance): https://[instance].service-now.com/nav_to.do?uri=%2Fsys_relationship.do%3Fsys_id%3Dded31ff1eb000100eac006a2f206feb1%26sysparm_record_target%3Dsys_relationship%26sysparm_record_row%3D2%26sysparm_record_rows%3D2%26sysparm_record_list

It seems to grab records from the Task table where caller is the found in the mini-queries that comprise the encoded query

Try shoe-horning in a query for your Ticket table. Here's what I came up with:

var callerID = parent.caller;
if( JSUtil.notNil(callerID) ) {
var inc = "sys_class_name=incident^active=true^ref_incident.caller_id="+callerID;
var prb = "sys_class_name=problem^active=true^opened_by="+callerID;
var chg = "sys_class_name=change_request^active=true^ref_change_request.requested_by="+callerID;
var scr = "sys_class_name=sc_request^active=true^ref_sc_request.requested_for="+callerID;
var tkt = "sys_class_name=ticket^active=true^ref_ticket.requested_by="+callerID;

current.addEncodedQuery(inc+"^NQ"+prb+"^NQ"+chg+"^NQ"+scr+"^NQ"+tkt);
}
else
    current.addEncodedQuery("sys_idISEMPTY");

In theory, this should grab all active records from the task table of class Incident, Problem, Change, Catalog Request, and Ticket where caller equals whatever fancy term is used on those records to denote 'belongs to this dude'