Hi all,
Our Pilot users have discovered that when they do not have any active tickets, they cannot go in and see their inactive tickets
After all requests / incidents are closed, the menu item disappears.
Is there a way to make the menu item stay visible, even when there are no active tickets?
The code for the menu item (this is OOB)
var t = data; // shortcut
t.items = [];
t.count = 0;
var u = gs.getUser().getID();
// use record watchers to tell header when to update dropdown counts
t.record_watchers = [];
t.record_watchers.push({'table':'service_task','filter':'active=true^opened_by=' + u});
t.record_watchers.push({'table':'incident','filter':'active=true^caller_id=' + u});
t.record_watchers.push({'table':'sc_request','filter':'active=true^requested_for=' + u});
var st = new GlideRecord('service_task');
if (st.isValid()) {
st.addActiveQuery();
st.addQuery('opened_by', gs.getUserID());
st.orderByDesc('sys_updated_on');
st.query();
while (st.next()) {
var a = {};
$sp.getRecordValues(a, st, 'short_description,sys_id,number,sys_updated_on');
if (st.short_description.nil())
a.short_description = "(No description)";
a.__table = st.getTableName();
a.type = 'record';
a.sortOrder = st.sys_updated_on.getGlideObject().getNumericValue();
t.items.push(a);
t.count++;
}
}
var z = new GlideRecord('incident');
z.addActiveQuery();
z.addQuery('caller_id', gs.getUserID());
z.orderByDesc('sys_updated_on');
z.query();
while (z.next()) {
var a = {};
$sp.getRecordValues(a, z, 'short_description,sys_id,number,sys_updated_on');
if (z.short_description.nil())
a.short_description = "(No description)";
a.__table = z.getTableName();
a.type = 'record';
a.sortOrder = z.sys_updated_on.getGlideObject().getNumericValue();
t.items.push(a);
t.count++;
}
var z = new GlideRecord('sc_request');
z.addActiveQuery();
z.addQuery('requested_for', gs.getUserID());
z.orderByDesc('sys_updated_on');
z.query();
while (z.next()) {
var ritm = new GlideRecord('sc_req_item');
ritm.addQuery('request', z.getUniqueValue());
ritm.query();
if (!ritm.next())
continue;
var a = {};
$sp.getRecordValues(a, z, 'sys_id,number,sys_updated_on');
if (ritm.hasNext())
a.short_description = ritm.getRowCount() + ' requested items';
else
a.short_description = ritm.cat_item.getDisplayValue() || ritm.getDisplayValue("short_description");
a.__table = z.getTableName();
a.type = 'request';
a.sortOrder = z.sys_updated_on.getGlideObject().getNumericValue();
t.items.push(a);
t.count++;
}
t.items.sort(function(a, b) {
return b.sortOrder - a.sortOrder;
});
var link = {};
link.title = gs.getMessage('View all requests');
link.type = 'link';
link.href = '?id=requests';
link.items = [];
t.items.unshift(link); // put this first
