Viewing Inactive Records

[stevejarman]

Hi all,

I'm trying to track down the exact ACLs/BRs that stop end users (e.g. no-role users) from being able to see inactive records.

I'm trying to sort out a problem where some Service Portal users need to be able to view the historical Requests (sc_request) that they've created, but the issue is that ServiceNow sets those records inactive on closure, and the user loses the ability to see them.

Does anyone know specifics about this stuff? General thoughts?

[Mike Patel]

You will have to modify portal widget script to show all ticket instead of active.

You need to remove highlighted below from Request Menu Item 

[stevejarman]

I'm not using that. Most of my portal is custom. The area where I'm trying to get this to work right now is in a Data Table From URL widget. I can't see anything in the code for that widget which filters active=true. It only uses whatever filter is defined in the URL. I don't see inactive records in the results though, so I assume it must be ACL/BR related.

[Mike Patel]

There is no OOTB ACL or rule that blocks that. It might be something custom.

[anushadande]

Hi Mike Patel,

we are facing one issue from this widget . Can you please help me here

if we have more than one RITM under one Request and one RITM is closed and one RITM is active then it is still showing closed RITM as well. It should show only open ticket , Attaching screenshot (it is showing "4 requests RITM2889836 , i have opened one request with 4 RITMS and closed 3 ritms but it is showing last RITM even it is closed)

Any suggestions will help alot

Regards

Anuhsa