how to exclude the resolved tickets in task table filter?

sowmyab · ‎03-15-2017

I want to exclude the Incident -Resolved tickets in Task table Filter.

I tried with incident state and incident.incident state is not "resolved" - this is not working(Still i'm able to see the resolved tickets in list view.)

If i use state is not "scheduled" then its working ( not showing resolved tickets and scheduled tickets as well.)

But i need to show the scheduled tickets., so i can't use that option in filter.

please refer screenshot.

So Is there any filter to add to get solution for the above, please help me out if anyone knows

Thanks,

Shiva Thomas · ‎03-16-2017

Hi Sowmyab,

On my instance, this is the filter we use for exactly the same purpose you're trying to achieve:

All active tasks are visible, excluding resolved incidents.

The trick is to allow tickets with empty value in Incident State, else will not list non incidents records.

active=true^ref_incident.incident_state!=6^ORref_incident.incident_stateISEMPTY^assignment_groupDYNAMICd6435e965f510100a9ad2572f2b47744

I hope this help.

Shiva, from Switzerland

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vinitha3 · ‎03-16-2017

This is how we did,

Thanks,

Vinitha.K

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sowmyab · ‎03-16-2017

i already tried with "incident.incidet.state" ,its not working still i'm able to see the resolved tickets,

See below image

vinitha3 · ‎03-16-2017

Remove OR and put AND condition.

Thanks,

Vinitha.K

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sowmyab · ‎03-16-2017

No... we can't because will get very less tickets for And Condition , i have to show the all the tickets not only the incidents.

vinitha3 · ‎03-16-2017

Please look at this thread and decide,

https://community.servicenow.com/thread/229734

Thanks,

Vinitha.K

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