Removing the count of requests in the My Items widget

Janu sree · ‎11-06-2023

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 · ‎11-07-2023

Hi,

Please check the query made in your widget. I believe the query is based on Active status and not based on state.

Also you need to fix the issue of Closed tickets having Active=true. There is OOB BR to set tickets to Active false when it is closed. Check why it is not working on your instance.

Please appreciate the efforts of community contributors by marking appropriate response as correct answer and helpful, this may help other community users to follow correct solution in future.
Thanks
Anil Lande

Janu sree · ‎11-07-2023

@Anil Lande Ok. The issue I noticed is not with the state but with the REQ count.

As per OOB currently it is showing Requests Count on the Items widget as per REQ, not as per the RITM. Is there something which we can change in script to show count as per RITM's.

Currently for a user there are 2 RITMs under 1 REQ. So that count is coming as 1 in Requests tab on Widget. But the customer wants to show the RITM's count ignoring the REQ's count, Is there a way to achieve that in script include?