Tickets are still open

[A_maity002]

Hi All,

One incident is there for a user. He/She was trying to close the tickets but it stuck. Then from backend we closed the preferred tickets. But the tickets are showing still open on her frontend / Service Portal > My request.

Kindly provide me the solution for this issue.

Thanks & Regards,
Atanu Maity

[Dr Atul G- LNG]

 Hi @A_maity002 

Practically there is no way to trouble shoot on this, either raise a case or asked user to consider it as close. 

[jMarshal]

OOB, Incident Management goes from "In Progress" to "Resolved", where it is still ACTIVE ("open") in both cases. After a period of time (1 day by default) it moves to "Closed" (active = false) and in the Portal, it should be seen as inactive. If the widget on your portal is looking at the active variable (boolean) rather than the "state" (multi-value select list). Is it possible the end user was seeing it and assuming it was not resolved because it was still active? If you provide some screenshots of the portal v back-end, we may be able to help further. Hope this helps!

For more information related to configuring the auto-closure in Incident Management see KB0552820 (Customizing incident auto-closure - Support and Troubleshooting (servicenow.com))

[A_maity002]

Hi @jMarshal,

Thanks for your concern. Here some attachments.

Kind Regards,
Atanu Maity

[jMarshal · Accepted solution]

OK so RITM2003031 is closed...but REQ2002941 is not yet closed. There are 3 levels of request involved here ---> REQ, RITM and SCTASK

There can be many RITM associated with a single request and I would think that there are still some open RITM associated with that REQ, which is causing this to happen.

Go into the REQ on the platform and scroll to the related list at the bottom:

...you may see more open RITM there: