how to exclude the resolved tickets in task table filter?

[sowmyab]

how to exclude the resolved tickets in task table filter?

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,

[amlanpal]

Hi Sowmyab,

I guess the 'Resolve' is not the state choice of Task table. 'Resolved' is defined in any child table's state choice separately.

Please navigate to My Group work-->Select all record and do 'Show matching' the state 'Resolved'. Once you are done with this, you can find the value of the Resolved choice in the output breadcrumb itself. Once you get the value of the 'Resolved' choice, you can set the filter accordingly to show all records which do not have state as 'Resolved'

I hope this helps.Please mark correct/helpful based on impact

[vinitha3]

Yes, as the above answer, please select "filter out" resolved and filter will be automatically set.

Thanks,

Vinitha.K

[Shiva Thomas · Accepted solution]

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

Please Hit like, Helpful or Correct depending on the impact of the response

[sowmyab]

Thank you so much its working

[Shiva Thomas]

Your welcome.

It would be nice if more elements in ServiceNow were task based instead of type specific. Task based dashboards are so much more useful than having to check multiple dashboard/gauges/reports/lists for an overview of the situation.

Best regards from Switzerland,

Shiva