Closed Requests being reported in Open Requests view in ServiceNow portal.

[nameisnani]

HI Team 

Something I identified a while ago which I have been meaning to report is relating to the view of requests in the production SNow portal (Requests - Service Portal (service-now.com)).

In the view of ‘Open Requests’, I find that a couple of requests which were closed some time ago appear in this view. RITM0010002 was closed 20 days ago and RITM001001 was closed 2 months ago. As such, I would not expect these to be shown in this view at all.

@Ravi Chandra_K 

@Community Alums 

@Bharath Chintal 

Can someone please help look into this? If it appears to be an issue for me, then I would think others will be experiencing a similar issue.

can any one plz help me here , where i need to check .

[Maik Skoddow]

Hi @nameisnani 

don't mix "request" with "requested item". Your example shows the "My Requests" list but it displays all contained requested items of all open request. That means the requested items may be closed but the parent requests are still open. 

The behavior of that widget can be configured via "Request Filters". On https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/service-catalog-management/... you can read:

• If the Request [sc_request] table is selected, secondary field is not configured. If the request contains only one item, the Requested Item name is displayed. Else, it contains the requested item count.

[nameisnani]

Hi @Maik Skoddow 

Thanks for Quick response 

I have checked the REQ's of the above RITM's even the respective REQ's are in closed complete status however still i am seeing the ritms . I am also providing the screenshot of my request filter widget confg for your reference .Could you please suggest anything needs to be change in this . 

Thanks in advance 

[Ravi Chandra_K]

Hello @nameisnani 

Greetings!

Is your widget OOB on? My Requests widget (my-requests-v2).

also Open request doesn't mean requests whose state is Open, here Open requests means all requests whose active is true, now active requests include all states pending/work in progress/on hold etc. Similarly Closed requests means all requests whose active is false.

Please hit the thumb and Mark as correct if it helped!

Kind Regards,

Ravi Chandra

[nameisnani]

Yes you  are right when the status of Active field is 'False' it should RITM should appear in 'Closed request' option and when the status of Active field is 'Active' the related RITM's should appear only in 'Open request' however in my instance even if the status is in 'Closed complete' the status of the Active field sometimes is not changing to false and sometimes its changing to True because of which the RITM of the same Item/Catalog is sometimes showing in CLose request option and sometimes in 'Open request' . Its happening randamly.
Any suggestions on this/ or anyone has faced similary issue.
I feel wrting a business rule on RITM table will work , however wanted to understand why its happening when for the same catalog item.