Service Portal 'Request' Menu Item - How to view closed tickets?

[Brendan Hallida]

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

[Allen Andreas]

This needs to be echo'd again and again and again and again for Jakarta and going forward. I literally was trying all the stuff previously mentioned in this thread and finally (due to the crappy way these forums are now) dug through to the very bottom and found this.

This one sole change...solved the issue.

No other changes are needed at all.

Ensure you also associate those angular items from the default header menu to your new cloned menu.

Otherwise make the client script change as mentioned above and bam...all set.

[larstange]

Hi Brad

That OOTB page shown contains a widget called "My Requests". This widget is hardcoded only to show active requests.

You will need to clone it and change the server code to perform the query you need

[Laukik Udpikar]

Hi, I tried changing the template as well as the menu item script. But it is still not working, can you help me out with the changes, i need to see the Approvals Menu Item even when there are zero approvals.