Removing the count of requests in the My Items widget

[Janu sree]

Hi Community,

I'm facing an issue when working on the 'Requests' tab in My Items Activity configuration.

As per the OOB functionality, On clicking on the Requests it is redirecting to 'my requests' page. 

As per customization our team has removed to show the sc_request records on this page.

So considering this how the show the correct count of requests in Items widget?

Currently I can see when the request is active false the count is showing but when redirecting to request page, RITM is not showing up.

As like when I activate the Request again, then the RITM is showing up in the Request page but the count is increasing to 1.

Please let me know how to make the count and record same and also excluding the dependency of Request

TIA

[Anil Lande]

Can you please show screenshots?

what it shows and what is expected?

[Janu sree]

Hi @Anil Lande -For one of the user it is showing as 2 count in requests, but when redirected to requests page it is showing only one record(HR request).

For this user there are 2 RITMs and 1 HR record for him. 

1 RITM is active false. 

but the other RITM state is closed complete and having as active true, Is that due to this reason the count is still considering ?

[Anil Lande]

Hi,

Can you please share exactly which page is showing wrong count?

with screenshots or URL of page.

[Janu sree]

@Anil Lande - Here it is showing wrong count even if the state is closed complete. Since the RITM is active is true it is counting for that record

Can you tell me how I can make not show any Closed RITM / Resolved Incident even if the state is active from ActivityConfigurationUtilSNC  script include