Open/closed requests view in serviceportal

[Ramakrishna6]

In service portal, My requests view showing "open/closed" states only by default.

Please suggest how to mention remaining states also(ex: work in progrss state).

Please find snapshots for reference

[kamlesh kjmar]

Hi @Ramakrishna6 ,

It works OOB. 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

So do not relate View with State field of requests.

I hope this helps.

Please mark this helpful if it helps and accept the answer if this solves your issue.

Regards,

Kamlesh

[RaghavSh · Accepted solution]

@Ramakrishna6 OOB widget gives only these 2 values, pasting the screenshot below. Adding more values will need change in HTML ( to show more options) and server side script (to add queries). Again customisation is not recommended as per servicenow.

[Ramakrishna6]

Hi Raghav,

Thanks for reply.

Currently i am triying to modify in my PDI. But i am new to servicenow, Could you please provide the modification code and also provide "HTML Template" and "server script", "client script" locations (or) names clearly. I confused which "HTML Template" and  which "server script" need to modify.

[RaghavSh]

@Ramakrishna6 I have added the pending state as example in below highlighted code, rest states you can add copying the same.

1. add Line no: 13 in HTML Template

2. add line no. 11 in server script

3. add line no 86 and 87 in server script.

Also you may get scoped restrictions after making these changes for that you need to go to "sys_restricted_caller_access" table and search for lates created entries from your name and mark then as allowed from requested.

This worked fine in my PDI. Also make sure you have a record in pending state.