How to hide the resolved incident ticket in incident list view for itil users.

[ManjunathP]

Hello,

How to hide the resolved and closed incident records in incident list view for itil users.

Please help me out

Thanks,

Manju

[Dr Atul G- LNG]

Hi @ManjunathP 

Try the ACL or better educate user, and create a new filter where state is not Resolved or closed and asked team to use that.

[Runjay Patel · Accepted solution]

Hi @ManjunathP ,

Create before query business rule like below.

code

if(gs.getUser().hasRole('itil')){
		current.addEncodedQuery('stateNOT IN6,7,8');
	}

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Runjay Patel - ServiceNow Solution Architect
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